Complaints procedure
Wepas Services Limited (company number 12723864), trading as Wepas, registered office 85 Bexley High Street, Bexley, London, DA5 1JX.
1. Purpose and scope
This procedure explains how Wepas handles complaints from customers and prospective customers. It covers every service we provide, including business energy brokerage, and introductions for business finance, card payments, telecoms, banking and insurance.
Making a complaint is free. It will not affect the service you receive from us.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our service, staff, advice, conduct, or fees and commission, made by phone, in person or in writing, whether or not you use the word "complaint".
3. How to complain
- Email: info@wepas.co.uk (subject: Complaint)
- Phone: 07401 411137, Monday to Friday, 9am to 5:30pm
- Post: Complaints, Wepas Services Limited, 85 Bexley High Street, Bexley, London, DA5 1JX
If you need help making a complaint, we can record it for you over the phone.
Please include your business name, contact details, the service concerned, what went wrong, and what you would like us to do to put it right.
4. Our timescales
| Stage | What we do | When |
|---|---|---|
| Acknowledge | Confirm receipt in writing, give you a reference and the name of the person handling it | Within 2 working days |
| Investigate | Review our records, calls, Letters of Authority, quotes and contracts, and contact the supplier or partner if needed | As soon as possible |
| Final response | A written outcome explaining what we found, our decision and any remedy | Within 8 weeks of receiving your complaint |
We aim to resolve most complaints within 10 working days. If we cannot give a final response within 8 weeks, we will write to explain why and tell you about your right to refer an energy complaint to the Energy Ombudsman.
5. Putting things right
If we uphold your complaint, we will offer a fair remedy. This may include an apology, an explanation, correcting the error, working with the supplier to amend or cancel a contract where appropriate, refunding or waiving our commission, or a goodwill payment.
6. Energy Ombudsman (business energy complaints)
Wepas has applied to join the Energy Ombudsman's Broker Alternative Dispute Resolution scheme.
If you are a microbusiness and you are unhappy with our final response, or we have not resolved your complaint within 8 weeks, you can refer it to the Energy Ombudsman free of charge. The Energy Ombudsman is independent. You should normally do this within 12 months of our final response.
Energy Ombudsman: www.energyombudsman.org
Every final response we send about an energy complaint will include these details.
7. Complaints about other services
For finance, insurance, card payments, telecoms and banking, Wepas acts as an introducer. We will investigate our own part in your complaint. If it concerns the provider's product or decision, we will pass it promptly to that provider and tell you we have done so. The provider's own complaints process, and any ombudsman route that applies to it, will then apply.
8. Customers in vulnerable circumstances
We take extra care with customers who may be in vulnerable circumstances, for example because of ill health, bereavement, language barriers or financial difficulty. We can offer more time, a single point of contact, or communication by your preferred method.
9. Records and review
- We log every complaint, with the dates of each stage, the outcome and any remedy.
- We keep complaint records for at least 3 years.
- We review complaints monthly to find and fix root causes.
- Everyone who deals with customers is trained on this procedure.
10. Responsibility
Our Director, M Saad Ali, is responsible for this procedure and for final responses. We review it at least once a year, and whenever regulation or scheme rules change.