At Silver Associates Ltd, we take pride in offering a first-class, personalised service. But if something doesn't meet your expectations or you need to raise a concern, please reach out to us using the process outlined below. We will handle your complaint promptly, politely, and with every respect.

Our Responsibilities

• • To provide an efficient, fair, and structured process for the handling and resolution of complaints.
• • To ensure all customers have clear and accessible access to our complaints procedure.
• • To keep customers informed of the progress of their complaint and the anticipated timescales for resolution.
• • To regularly review our complaints procedures and processes as part of our commitment to continuous improvement.

Overview of the Complaints Procedure and Instructions for Submitting a Complaint

STEP 1:

To help us resolve your complaint as quickly as possible, please call our customer service team at 0730 743 7978.

Complaints can be raised and resolved either over the phone, by email, or in writing:

• • Email us at info@silverassociates.co.uk
• • Call us on 0730 743 7978
• • Write to: Complaints Department, Silver Associates Ltd, Clyde Offices, Suite 2/3, 48 West George Street, Glasgow, Scotland, G2 1BP

Please include this information with your complaint:

• • Business name and address
• • Contact name & number
• • A clear description of the issue, along with any suggestions you may have on how you would like us to resolve it.

STEP 2: Resolving Your Complaint

• • We will acknowledge your complaint within 2 business days of receiving it, using either email or written correspondence.
• • Once logged, we will aim to resolve your complaint within 7 business days. You will receive a reference number, and we will contact you as soon as your issue has been put right.
• • If your complaint takes longer than 7 business days to resolve, we will notify you with the reasons why and what will happen next, and we will stay in touch with regular progress updates.
• • In the rare event that your complaint is still not resolved after 8 weeks, we will write to you outlining the next steps available to you. We will also keep you informed regularly about how things are progressing and how long we expect the resolution to take.

STEP 3

We will confirm the outcome of your complaint in writing. Possible resolutions include an apology, a goodwill gesture, or compensation where appropriate.

Available Courses of Action

If you are not satisfied with our final response, if we cannot agree on a solution, or if your complaint remains unresolved after 8 weeks or more.

As part of our commitment to responsible practices and to provide our customers with peace of mind, Silver Associates Ltd is registered with the Dispute Resolution Ombudsman (DRO). DRO is an independent, not-for-profit organisation approved by the government to deliver alternative dispute resolution services and promote higher standards. We comply with their Code of Practice, ensuring additional protection for our customers should matters not go as planned.

To learn more about DRO and how to access their service, please visit www.disputeresolutionombudsman.org or call 0333 241 3209.

Ombudsman Services provides an alternative dispute resolution scheme (ADR Scheme). Therefore, if you are unhappy with our final decision, if we have reached a deadlock, or if we have not resolved your issue within 8 weeks, you can raise a complaint by contacting them via:

• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org
• Website: www.ombudsman-services.org
• Post: PO Box 966, Warrington, WA4 9DF

The Ombudsman Service's ADR scheme is completely free.