Corus’s mission is to help businesses procure and manage all aspects of their utility requirements, while treating our clients in the way we would expect to be treated ourselves.
We are committed to delivering the highest level of customer service and continually aim to exceed our customers’ expectations. However, we recognise that occasionally things may go wrong. When this happens, we are committed to putting matters right quickly, fairly, and transparently.
Customer excellence is central to everything we do. We therefore aim to resolve all complaints as efficiently as possible, within appropriate timescales and to the highest standards.
This policy explains:
- What constitutes a business customer complaint
- How complaints can be raised
- How Corus will manage and investigate complaints
- The escalation process where a complaint cannot be resolved immediately
Definition of a Business Customer Complaint
Corus recognises two types of customer complaints:
-
- Service Complaints
When a customer expresses dissatisfaction with any aspect of Corus’s service. - Third-Party Complaints
When a customer is dissatisfied with the service provided by a third party with whom they have a contract and whose relationship is managed by Corus.
- Service Complaints
Complaint Ownership
All customer complaints are overseen by the Company Directors.
For each complaint:
- A dedicated lead will be assigned to manage the complaint.
- The lead has the authority to prioritise the complaint as a critical task where necessary.
- The lead will be responsible for maintaining communication with the customer throughout the process.
- An assigned Company Director will retain overall accountability and will act as a point of escalation if required.
Contact details for the responsible Director will be provided to the customer where appropriate.
How to Raise a Complaint
Business customers can raise a complaint by:
- Contacting their Account Manager, who will ensure the complaint is properly logged, or
- Emailing the Customer Service Team at: support@corusgroup.co.uk
To enable us to investigate effectively, customers should provide:
- A description of the issue
- Any relevant supporting information
- The complainant’s name
- Contact phone number
- Email address
How We Handle Complaints
Once a complaint is received, Corus will take the following steps:
Acknowledgement
We will acknowledge the complaint within one business day, using the customer’s preferred contact method.
During this initial contact we will:
- Confirm receipt of the complaint
- Gather any additional information required
- Explain the complaints handling process
Investigation
We will:
- Investigate the matter fully
- Speak to all relevant internal teams and external parties where necessary
- Ensure the customer’s Account Manager is aware of the issue and the actions being taken
Progress Updates
Customers will be able to monitor the progress of their complaint through our system. If the investigation requires additional time, we will provide regular updates and manage expectations regarding resolution times.
Resolution Timeframes
We aim to resolve complaints:
- Within 2 weeks wherever possible
- No later than 8 weeks from the date the complaint was raised
Resolution Outcome
Once the investigation is complete, we will:
- Inform the customer of the outcome
- Clearly explain the steps taken
- Outline any proposed remedy
Where appropriate, remedies may include financial compensation, depending on the nature and circumstances of the complaint.
Complaints will be formally closed once the customer confirms they are satisfied with the outcome. All final outcomes will be communicated in writing.
If a Customer Remains Unhappy
If a customer is not satisfied with the proposed resolution:
- The complaint will be escalated to the Head of Department or a Company Director for further review.
- A full reassessment will be conducted.
- The customer will receive a final resolution proposal.
Micro-Business Complaints
Some customers may qualify as a micro-business energy consumer.
A non-domestic energy consumer is considered a micro-business if they:
- Employ fewer than 10 employees (or full-time equivalent) and have an annual turnover or balance sheet total not exceeding €2 million, or
- Use no more than 100,000 kWh of electricity per year, or
- Use no more than 293,000 kWh of gas per year.
Alternative Dispute Resolution (Energy Ombudsman)
If:
- Corus is unable to resolve the complaint, or
- The complaint remains unresolved after 8 weeks
Corus will issue a Deadlock Letter outlining our final position.
Micro-business customers may then refer the complaint to the Alternative Dispute Resolution provider, the Energy Ombudsman.
The Ombudsman provides a free, independent and impartial service for micro-business energy consumers. Decisions made by the Ombudsman are binding on the Third Party Intermediary.
Possible outcomes may include:
- A formal apology
- An explanation of what went wrong
- Practical action to resolve the issue
- Financial compensation
Customers can contact the Ombudsman via:
Post
Ombudsman Services: Energy
P.O Box 966
Warrington
WA4 9DF
Phone
0330 440 1624
Email
enquiry@energyombudsman.org
Complaint Recording and Monitoring
All complaints are recorded within Corus’s Customer Management System.
Complaints will be logged using clientsupport@corusgroup.co.uk, whether submitted:
- Directly by the customer
- By the Customer Services Team Manager
- By an Account Manager
Each complaint record will include the date it was raised, enabling the customer and Corus team to track progress and ensure appropriate response times.
Continuous Improvement
We recognise that complaints may sometimes involve complex issues or require cooperation from external parties. Regardless of this, Corus remains committed to keeping customers informed throughout the process.
All complaints are reviewed as part of Corus’s continuous improvement programme. Insights gained from complaints are used to improve our services, processes, and customer experience wherever possible.