Complaints policy
SprintBoxx Complaints Policy
Company Name: SprintBoxx Ltd
Company Registration Number: 15511145
Registered Address: 128 City Road, London, EC1V 2NX, United Kingdom
1. Purpose
SprintBoxx Ltd is dedicated to providing high standards of service and is committed to continuous improvement. If you have any concerns or are dissatisfied with our services, this policy outlines the steps for raising a complaint and our commitment to resolving it promptly.
2. How to Make a Complaint
Complaints must be submitted in writing and sent to:
Company Name: SprintBoxx Ltd
Postal Address: Complaints Department, SprintBoxx Ltd, 128 City Road, London, EC1V 2NX
Please include:
- Your full name, contact details, and address
- A description of the issue, relevant dates, and any supporting documentation
- Any reference numbers associated with the matter
3. Complaint Handling Procedure
● Acknowledgement: We will acknowledge your complaint within 5 working days of receipt.
● Investigation: We aim to investigate and resolve the complaint within 10 business days. If more time is needed, we will notify you and provide updates every 10 business days thereafter.
● Response: A written response will be issued, detailing our findings and any actions to address the matter.
● Resolution: A resolution may be an apology, a goodwill gesture or potentially compensation if damages were incurred. If you are satisfied with the
outcome, we will close the complaint. If not, you may escalate it.
4. Escalation Process
If the complaint remains unresolved or you are dissatisfied with the response you may escalate it to:
Contact: Helen Ogden, Director
Email: [email protected]
Expected Response Time: Within 10 working days
5. Complaints About Your Supplier
If your issue relates to your energy supplier, please contact them directly to resolve the issue, as they have the authority to address concerns related to billing, service quality, or contract terms. We recommend including the following when contacting the supplier:
● Your account number or any relevant reference numbers
● A detailed description of the complaint
● Any supporting documentation
6. Alternative Dispute Resolution (ADR) Scheme
If your complaint remains unresolved after 8 weeks or if a ‘deadlock’ situation is reached, you can escalate to the Energy Ombudsman for independent review. This is an impartial and free to use service.
Website: https://www.ombudsman-services.org/sectors/energy
Email: [email protected]
Phone: 0330 440 1624
Postal Address:: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
7. Additional Information
Confidentiality: All complaints will be treated confidentially and only shared with relevant parties.
Record Keeping: Records of complaints will be kept for 6 years for regulatory compliance and quality improvement.
Supplier-Related Issues: While contacting the supplier directly is recommended, SprintBoxx can support further escalation if necessary
