We will handle your complaint fairly, consistently and promptly.
We treat any expression of dissatisfaction as a complaint and this guide is intended to support you through the Thrive Renewables complaints process so that you know what to do and what you can expect from us.
We aim to provide a friendly, professional and accurate values driven service and actively encourage feedback about the service received from us.
If you feel dissatisfied in any way about Thrive Renewables, we’d like you to contact us by phone, by email or in writing so that we can discuss and resolve the issue in a fair, consistent and timely way for you.
How you can tell us about your complaint
Get in touch with us:
Tel: 0117 428 1850
Write to us:
Our opening hours are 8:30am – 5pm Monday to Friday.
What will happen next
When we receive your complaint we will try to resolve it immediately, however if we can’t do this we will aim to resolve it by the end of the second business day from the date we received your complaint.
Some complaints can take longer than two working days to investigate and resolve. If this is the case we will let you know in writing and will include:
- what we are going to do
- when we will next contact you
- who is dealing with your complaint
- the Financial Ombudsman Service leaflet explaining your right, where applicable, to refer your complaint to them if you are unhappy with our final response to your complaint
If we are unable to resolve the complaint within two days we will aim to send you our final response within five working days of when we received your complaint. In a final response issued after two days we will tell you if we uphold or do not uphold your complaint. If we uphold your complaint we agree with your complaint. If we do not uphold your complaint we do not agree with your complaint.
In some circumstances we will need longer to investigate more complex issues thoroughly and enable us to provide a fair and informed outcome. If we expect your complaint to take longer than five days to resolve we will write to you to let you know this.
What to do if you are not happy with our final response
If you are not satisfied with our final response or any aspect of how your complaint was handled please contact us:
Shareholder Relations Co-Ordinator direct line:
0117 428 1857