Energy Consultancy

Complaint Handling Procedure

1. Introduction

Lindenwell Limited is committed to providing professional, transparent, and client-focused services at all times. We aim to resolve complaints quickly, fairly, and in accordance with regulatory expectations.

2. What is a Complaint

A complaint is any expression of dissatisfaction made by a customer regarding our services, actions, or omissions.

3. How to Make a Complaint

Customers may contact us via any of the following methods:

Post

333 Edgware Road, London, England, United Kingdom, NW9 6TD

4. Complaint Handling Process

1

Step 1 — Acknowledgement

Within 3 working days
  • Confirm receipt of your complaint
  • Provide a reference number
2

Step 2 — Investigation

Target: within 10 working days
  • Conduct a fair and impartial review
  • Request additional information if needed
3

Step 3 — Resolution

Following investigation
  • Present our findings
  • Provide a clear explanation
  • Outline any corrective action
4

Step 4 — Final Response

Within 8 weeks if unresolved
  • A Final Response Letter will be issued if the complaint cannot be resolved within 10 working days

5. Escalation (ADR)

If your complaint remains unresolved after our internal process, you may refer it to an independent Alternative Dispute Resolution (ADR) provider.

For example: Energy Ombudsman

https://www.energyombudsman.org

6. Record Keeping

  • All complaints are recorded and tracked
  • Records retained for a minimum of 12 months
  • Fully GDPR compliant