Complaints
If something has gone wrong we’d rather hear it from you than find it in a reconciliation.
How to raise a complaint
There is one route in, and we open a record from the moment you first tell us about it.
We believe a complaint is information. If a delivery, a vehicle, an installation or an account has gone wrong, tell your depot contact or email info@fieldsenergy.com.
Either route opens exactly the same record. Give us the date, the site, the delivery reference if you have one to hand.
In fact, a reference lets us pull the tracking and the delivery note before we reply to you.
You can raise a complaint about driving or a vehicle on a public road in the same way, investigated against the tracking record for that movement.
What happens after you tell us
We work through four steps, and each one leaves a record you’re entitled to ask for.
Acknowledgement
We confirm we’ve your complaint and give you a reference, acknowledging within [TBC: response time].
Investigation
We pull the delivery note, the tracking log, the installation record where relevant, then speak to all the people involved.
Answer
We write to you setting out what we found, what we are doing about it, targeting [TBC: response time].
Closure
We record the outcome against your account, so a repeat is visible to us instead of looking like a first occurrence.
Escalating a complaint
If our answer doesn’t settle the matter, you can ask us to look at it again.
Asking for a review
Reply to our answer and tell us why it doesn’t settle the matter. Someone uninvolved in the original investigation reviews it for you.
Who reviews it
A senior manager outside the depot that handled your delivery reviews the file. Their decision, their reasoning, both come back to you in writing.
What we keep
We hold complaints and their outcomes against your account for [TBC: retention period], which makes a pattern visible across a whole supply term.
Tell us what went wrong
Your depot contact and our main address open exactly the same record, so use whichever of them is quicker for you.