Welcome to RGP Business Solutions Limited Complaints Procedure
1 – Investigating your Complaint The purpose of this privacy policy: Our team of experienced energy specialists are available every weekday between 9 am and 6 pm and will work to resolve your complaint. We are committed to resolving the issues to your satisfaction; feel free to contact us directly if you wish to discuss your complaint in further detail with your dedicated account manager or a director. Should your assigned complaints advisor or a member of our management team be unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact regularly with updates on the progress of your complaint. Please send all complaints to: Complaints@royalgasandoower.com . At this stage, if we can reach a solution you are happy with then we will: Send you a complaints resolution letter via email (if available) advising how we have resolved this situation for you. 2 – Not happy with our response? If not happy with the way we have dealt with your complaint or have any ideas on how we might improve our service moving forward, you may wish to talk further with a director. Please Email: complaints@royalgasandpower.com or call us on 0207 096 5666 to discuss this. Complaints department, RGP Business Solutions Limited, 124-128 City Road London EC1V 2NX If we are unable to reach a solution you are happy with then, we will: Send you a final deadlock letter via email (if one is available) advising of our final position on the complaint 1 3 – Additional Independent Advice Citizens Advice Providing independent and impartial advice, both over the phone and in person, free of charge. Please visit citizensadvice.org.uk/energy or contact the following number: Consumer Service – 0808 223 1133 Consumer Service Welsh Speaking – 0808 223 1144 Business Debtline Business debt line is a charity providing impartial and independent advice free of charge, both over the phone and online, to small businesses. Visit businessdebtline.org or call on 0800 197 6026. 4 – Independent Review After eight weeks from the date of the original complaint, or if we have issued a ‘deadlock letter’, and you qualify as a Micro Business, you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier/consultant. Your business will be identified as a Micro Business if it meets any one of the following conditions: Your business uses less than 100,000 kWh of electricity a year: or Your business uses less than 293,000 kWh of gas a year or Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million Email: Enquiry@ombudsman-services.org Post: Ombudsman Services, Energy, PO Box 966, Warrington, WA4 9D Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached Name: Energy Ombudsman • Website: https://www.energyombudsman.org/ • Email: enquiry@energyombudsman.org • Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm) • Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF
Terms and Conditions
INTERPRETATION 1.1 Definitions: Business Day: a day other than a Saturday, Sunday, or public holiday in England when banks in London are open for business. Commencement Date: has the meaning given in clause 3.1. Commission Payment: The payment RGP Business Solutions Limited is entitled to receive from the Supplier as a result of the Customer entering into the Contract. Conditions: these terms and conditions are set out in clause 1 to clause 8 (inclusive). Contract: the contract between the Customer and RGP Business Solutions Limited for the supply of the Services incorporating the Letter of Authority and these Conditions. Customer: the person or organisation who purchases Services and any agreed Value Added Services from RGP Business Solutions Limited. Customer Breach: Any act or omission of the Customer that represents a breach of the terms of this Agreement by the Customer. Data Protection Legislation: all applicable data protection and privacy legislation in force from time to time in the UK, including the General Data Protection Regulation ((EU) 2016/679); the Data Protection Act 2018; the Privacy and Electronic Communications Directive 2002/58/EC (as updated by Directive 2009/136/EC) and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended. Default Fee: Payment due from the Customer to RGP Business Solutions Limited in the event of a Customer Breach. Letter of Authority: the letter of authority provided by RGP Business Solutions Limited to the Customer and executed by the Customer to authorise RGP Business Solutions Limited to negotiate with Utility Providers on behalf of the Customer. RGP Business Solutions Limited: RGP Business Solutions Limited (Companies House Registration Number [ 13425662]), trading as Royal Gas and Power. Utility Providers: any provider or supplier of water, telecommunications, gas and/or electricity (which shall include any third-party provider of consumption data, including but not limited to Electralink and Xoserve). Value Added Services: any additional services such as account management, bureau services, access to an online review portal, and discounted access to energy management platforms that are agreed between the parties. 1.2 Interpretation: (a) A reference to a statute or statutory provision is a reference to it as amended or re-enacted. A reference to a statute or statutory provision includes any subordinate legislation made under that statute or statutory provision, as amended or re-enacted. (b) Any phrase introduced by the terms including, include, in particular, or any similar expression shall be construed as illustrative and shall not limit the sense of the words preceding those terms. (c) A reference to writing or written includes email. COMMENCEMENT & TERM 2.1 The Contract shall commence on the Commencement Date and shall continue unless terminated earlier in accordance with its terms until either party gives the other not less than 30 days written notice to terminate. 2.2 The Letter of Authority is valid from the date it has been signed and shall continue until the later of (i) 12 months from that date or such renewal date pursuant to clause 2.3, (ii) such date as RGP Business Solutions Limited still requires authority to terminate an existing contract between the Utility Provider and the Customer, or (iii) termination of this Contract pursuant to clause 2.1. 2.3 The Letter of Authority shall renew on each anniversary of its date of expiry unless the Customer notifies RGP Business Solutions Limited in writing within thirty (30) days of the date of RGP Business Solutions Limited written notification to the Customer, providing the Customer with the option to opt out of such renewal. SUPPLY OF SERVICES The Customer agrees that: 3.1 The Letter of Authority constitutes a request by the Customer to purchase Services in accordance with these conditions. This Contract shall come into existence (Commencement Date) when the Letter(s) of Authority signed by the Customer is received by RGP Business Solutions Limited. 3.2 In return for RGP Business Solutions Limited receiving the Commission Payment, RGP Business Solutions Limited shall supply the Services to the Customer from the date of execution of the Letter of Authority in accordance with this Contract. 3.3 In supplying the Services, RGP Business Solutions Limited shall perform the Services with reasonable care and skill. 3.4 Nothing in this Contract is intended to, nor shall be deemed to, establish any partnership or joint venture between the parties nor constitute any party the agent of the other party. The parties acknowledge and agree that RGP Business Solutions Limited is a supplier of Services and acts as an independent contractor to the Customer. CUSTOMER’S OBLIGATIONS Your attention is particularly drawn to this clause. 4.1 The Customer shall: (a) Comply at all times with these Conditions, as well as any applicable Terms & Conditions of any relevant Utility Provider, relating to any New Supply Contract; (b) Co-operate and provide such assistance as RGP Business Solutions Limited may reasonably require from time to time in relation to the Services; (c) Provide, in a timely manner, such information as RGP Business Solutions Limited may reasonably require and ensure that it is accurate in all material respects; (d) Immediately inform RGP Business Solutions Limited if there is any change in the Customer’s circumstances and/or business, which may affect the provision of the Services; (e) Not to enter into any other contract (for any reason including due to a change in tenancy or change in occupancy) for the supply of energy (“Other Contract”) for the intended period of the New Supply Contract whereby that Another Contract provides the Services, whether in whole or in part, to be provided under the New Supply Contract. (f) Provide authority for RGP Business Solutions Limited to enter into discussions and/or arrangements with such Utility Providers as RGP Business Solutions Limited may determine (as further detailed in the Letter of Authority), and the Customer agrees that RGP Business Solutions Limited may supply any information, data, or documents that RGP Business Solutions Limited may receive from the Customer to any such Utility Provider; and (g) Comply with the provisions of the Bribery Act 2010 and any other applicable legislation. 4.2 If the performance by RGP Business Solutions Limited of its obligations under the Contract is prevented or
