Complaints Handling Procedure

If you have a problem or you feel you did not receive the expected level of service from Annex Solutions Ltd, we would like the opportunity to put this right as quickly as possible. 

Your feedback is important to us. If we make a mistake we would like to know and continually look to improve. Annex Solutions Ltd will investigate the situation and look to resolve this to your satisfaction as soon as possible, if we can. We would never want to make the same mistake again so we value your feedback.

Step 1:

Please contact Annex Solutions Ltd by phone, email or in writing and provide us with details of your complaint. We can ensure that anyone making a complaint will be treated with courtesy and respect. Please provide as much detail as possible about the reason for your complaint and the outcome you would like to see.

You can contact us in the following ways:

Website: www.annexsolutions.co.uk

Phone: 01274 551550

Email: info@annexsolutions.co.uk

Post: Annex Solutions Ltd, 8 Russell Court, Cottingley Business Park, Bingley, BD16 1PE

Opening Hours: Monday – Friday 9am-5pm

Step 2:

Annex Solutions Ltd will acknowledge your complaint in writing or by email within 5 working days of receipt and confirm who will be dealing with the complaint.  

Step 3:

Within two weeks of receiving a complaint we will send you in writing or by email either:

1. A final response which addresses the complaint
2. An update providing an explanation as to why we are not in a position to resolve the complaint and when we will next make contact with you
3. Annex Solutions Ltd will assume you are satisfied with the resolution if we do not hear from you within 7 days of our final response.

If you are not happy with our final response you are welcome to discuss this with us again but in the absence of any new evidence it is unlikely to change the outcome of our final response following our investigation.

Step 4: 

Annex Solutions Ltd will always look to resolve all concerns or complaints internally. However, if the complaint remains unresolved for eight weeks or we have reached a ‘deadlock’ position where we can’t agree on a resolution and have reached the end of the complaint process you can contact Ombudsman Services who provide a free, independent, impartial dispute resolution service. We will always inform you in writing if we are not able to resolve your complaint directly, or if’s been unresolved for more than eight weeks.       

You may contact the Ombudsman in any of the following ways:

Website: www.ombudsman-services.org

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Resolutions can include: an apology; an explanation of what went wrong; a practical action to be taken to correct the problem; and/or a financial award. You can choose to reject their resolution, but if you accept it, we have to act, and resolve the dispute in the way they propose.