Complaints Policy
Introduction
Roam is dedicated to providing excellent customer service and maintaining a healthy customer relationship from CEO down. We have a complaints policy in place to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Our Responsibilities
- To ensure we provide an efficient and fair structure for handling complaints
- To provide our stakeholders with access to the complaints handling process
- To keep stakeholders informed as to the progress of the complaint, together with expected timeframes for resolutions
- To ensure we consistently strive to improve our standard of service
Definition of a Complaint
A complaint is any expression of dissatisfaction that is not resolved at initial contact and that requires a response.
An individual may make a complaint if they believe EV Chargers Ltd has:
- Failed to provide a service or an acceptable standard of service
- Failed to act in a proper way
- Provided an unfair service
Complaints Procedure
We aim to resolve your complaint as soon as possible. Please contact us on 0330 111 2999 or write to us at support@roamcharging.co.uk and we will do our best to fix any problems you may be having with our service. Upon receipt, we will acknowledge your complaint via telephone or in writing within 2 business days. Our teams will investigate the complaint and provide a written response within 10 days of receipt. Occasionally complaints can take longer to investigate and resolve, particularly if the complaint is complicated. If this is the case, our objective is ensure the customer is kept up to date during the process. Should you feel that your complaint has not been addressed to your satisfaction and would like external advice please contact Citizens Advice on Citizens Advice.