📣 Shetland Heat Energy & Power Ltd - Complaints Procedure 📣
At SHEAP, we’re committed to delivering the best service to our customers. However, we understand that things can sometimes go wrong. That’s why we’ve put in place a clear and fair complaints procedure to resolve issues promptly and fairly.
✅ How to Make a Complaint
You can submit your complaint in the following ways:
- Email: mail.sheap@shetland.gov.uk
- Phone: 01595 74 5151
- In Person: Visit us at SHEAP’s offices
📅 Complaint Response Timeline
- Acknowledgement: You will receive an acknowledgment of your complaint within two working days.
- Resolution: We aim to issue a proposed resolution within ten working days.
- If there's an unavoidable delay, we’ll notify you and agree on a new deadline.
🧑💼 Point of Contact
All complaints will be managed by a designated person within SHEAP, ensuring you have a clear point of contact throughout the process.
- You can reach out to them for updates or any queries related to your complaint.
🚪 Escalating Your Complaint
If at any point you’re dissatisfied with how your complaint is handled:
- Contact the Designated Person and they will escalate your complaint to the appropriate person (usually a Director).
- If you are still not satisfied, write to:
- The Executive Director
- Shetland Heat Energy & Power Ltd
- Marina Business Park
- Gremista, Lerwick ZE1 0TA
⚖️ Independent Arbitration
If you remain dissatisfied after all stages have been completed, you may seek independent arbitration from a CIArb accredited arbitrator to resolve the matter.
At SHEAP, we value your feedback and are committed to resolving issues swiftly and fairly to maintain the highest standard of service. Thank you for your patience and cooperation! 🌍💡