Our letter will provide you with the contact details you need for assistance with your account but you can also: -
- Use the Contact Us form
- Write to us at PO Box 4952, Stratford upon Avon CV37 1HA
- Call us on the number on your letter to be directed to the correct team handling your account
- Alternatively call us on 01789 413700 and follow the instructions provided
Help and adviceAll of our staff are fully trained to deal with customers who find themselves in a vulnerable situation and a range of help can be made available to you. Please contact us for assistance or use the detail below to find the right solution for you.If you need specialist debt advice the following organisations offer free money advice.Step Changewww.stepchange.orgTelephone 0800 138 1111Lines are open 8am to 8pm Monday to FridayNational Debtline www.nationaldebtline.orgTelephone 0808 808 4000Lines are open 9am to 9pm Monday to Fridayand 9.30am to 1pm SaturdayIf you are looking for general independent advice you can contact the Citizens Advice Bureauwww.citizensadvice.org.uk
Support SchemesIf you are on a low income and/or are struggling to pay your bills, you may be entitled for involvement in one of the payments support schemes that our Utility clients provide. For more information, please contact us with your account details, or visit the website of your gas/electricity/water supplier which will provide various self help links to the relevant schemes.
If you need to make a complaintIf you are a customer and you need to make a complaint please call us or email customerservices@face2facecontact.co.uk and tell us what the problem is. We need to know so that we can put matters right.You can also write to us at our registered address.How we will handle your complaintWe will deal with your complaint as quickly as possible and in the majority of cases we will be able to do this within 10 business days of receipt. If we do need more time you will be notified.Our initial response to you will give you all the information you need on how your complaint will be handled. Our final response will provide you with full details of the Alternative Dispute Resolution (ADR) organisations available to you should you not be satisfied with our decision. These organisations can also be accessed using the following links. www.financial-ombudsman.org.uk www.ccwater.org.uk www.ombudsman-services.org/energy
Data Protection and Subject Access RequestsYou have the right to get a copy of the information that is held about you. This is known as a subject access request.This right of subject access means that you can make a request under the Data Protection Act to any organisation processing your personal data. To obtain more information regarding this process you can use the link below or email us at customerservices@face2facecontact.co.uk www.ico.org.uk
Feedback on our serviceWe are always interested to hear any feedback you may have on the service you have received, so please don't hesitate to get in touch through our Contact Us page.
