Ready to streamline your business utilities? Our team is here to help you find the perfect solutions for your needs.
info@gwellagroup.co.uk
+ 0800 051 9258
5 Trenant Vale, Wadebridge, Cornwall, PL27 6AJ
Founded on Values of Simplicity and Honesty. Our company was originally founded to help small businesses switch their utilities in a seamless way. Merchants love what we have built as we're here to do things differently and unapologetically. We are inviting you to join us in the future of switching. Today.
At Gwella we're trying to re-invent how business utilities are done. Our four core values are:
We are always keen to hear from our customers about how the service can be improved. Whether it's a simple suggestion of how we can improve certain processes or whether it is a complaint, we'd love to hear from you as we are committed to continuous improvement.
By trying to do things differently, we are forging paths that have not been forged before. Solving long standing challenges in the utilities market with clever technology can mean that we don't always get things right. If you wish to raise a complaint, you can follow the below complaints process:
Contact your account manager via the usual communication methods to explain what the problem is. We will seek to resolve any issues promptly with our first line support and get the root cause of the issue.
If your initial point of contact has been unable to resolve your problem over the phone or via email within 2 working days, then please email us at info@gwellagroup.co.uk with the Company name in the subject. This will be passed to one of our customers facing team who has not been dealing with the problem in the first instance. Sometimes a fresh pair of eyes and a different approach is all that is needed. We will log your complaint and issue you with a complaint reference number and the date it was received.
If we have not resolved your step 2 complaint within 2 working days of it being raised or provided a way forward with a timescale that you are happy with, we will escalate your complaint to one of our directors.
After 10 days of raising the step 3 complaint, if we are unable to find a satisfactory solution that both parties are happy with, then we will take a break and look with a fresh pair of eyes and try and offer some other solutions.
Gwella Group is part of the Energy Ombudsman Alternative Dispute Resolution scheme. They provide an impartial dispute resolution service to ensure that a resolution is reached. In the unlikely event, that after 8 weeks of trying to find a solution, we have not found a solution that both parties are happy with, we will issue the below email. This means that the complaint is in a state of 'deadlock' and an independent resolution is required from the Energy Ombudsman.
Complaint reference number: [XXXXX]
Dear [Customer]
Thank you for making us aware of your complaint. We're sorry that we haven't been able to resolve it yet. We understand that your complaint was regarding [insert complaint info] and to date we've unfortunately been unable to address this, which has resulted in [insert effect info].
If you'd like to discuss this with us again then please call 0800 051 9258 or email our director siobhan@gwellagroup.co.uk. Our office is open Monday – Friday 8am – 8pm.
As eight weeks have passed since you first complained to us, you can now use Ombudsman Service's free, independent, impartial dispute resolution service. They'll ask you to provide all the details of your complaint and any supporting information you can, before asking us for the same. They then consider all the information to reach a conclusion on how to resolve your case.
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 must act, and resolve the dispute in the way they propose.
You may contact the Ombudsman in any of the following ways:
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