At PASCHALi, we take all complaints seriously and treat them with the utmost respect and courtesy. We pride ourselves on our professionalism and view complaints as an opportunity to learn and improve our services. If you are not happy with our services, we would like to hear from you so we have an opportunity to put things right.

Complaints can be issued to us via any of the contact methods detailed at the bottom of this procedure, however, we recommend these complaints are directed to info@paschali.co.uk and email subjects should begin with ‘Complaint’. In all cases, we aim to provide an initial response to your complaint within seven working days of receipt.

Where a complaint is directed toward us, we will review your case and aim to provide a suitable resolution within ten working days of receiving all requested information. In the first instance, we will outline our proposed course of action and expected timescale for resolution of your complaint. At this stage, we may also request further information to progress your complaint. Any required details will be clearly specified to you. After completion of our investigation, we will advise you of our proposed resolution. Resolution may come in the form of corrective action, an apology, a gesture of goodwill or by compensation as appropriate. If you disagree with our proposed resolution, we will review the case again. Please allow a further ten working days for us to do so. We keep a detailed record of all complaints directed towards us, including parties involved and the date received & resolved.

If your complaint is regarding a supplier, this may not reflect on the services of PASCHALi, however we may be able to issue a complaint on your behalf. Following agreement with yourself, we will raise a complaint with the supplier and advise further on their own complaints handing procedures, which the complaint will be subject to. We will keep you up to date with the responses received and provide regular progress updates until a resolution is found with the supplier.

If after eight weeks, your complaint remains unresolved, deadlocked or you are unhappy with the proposed resolution, microbusinesses have the opportunity to escalate their case to the Ombudsman Services. The Ombudsman Services is a free and impartial service who will come to an agreeable resolution as part of their Energy Brokers dispute resolution scheme.

A copy of this complaints handling procedure is available on request and can be issued by email or post, free of charge.

Complaints Contact Details

Email: info@paschali.co.uk

Telephone: 0113 400 1101

Website: www.paschali.co.uk/complaints

Postal Address: PASCHALi Ltd, 4100 Park Approach, Thorpe Park, Leeds, LS15 8GB