Complaints procedure

This is the complaints handling process for Perse Technology Ltd, trading as Labrador. 

You can contact us for a free copy of this policy to be provided to you either by email or post, by contacting us at:

Perse Technology Ltd
18 Soho Square
London W1D 3QL
contact@perse.io  

What do you if you have a complaint

Please get in touch with us either via the above or via the website on screen chat services. We will be happy to help.

What are the steps involved in a complaint

Firstly, you will receive an acknowledgement. We will also include a timeline as to how long we will need to investigate your complaint and come back to you either with a resolution or update. If we are unable to resolve your complaint in the first instance, we will provide you with information about next steps and timelines. 

Those will include the matter being escalated within our team to the appropriate members of staff and if necessary, to our CEO. We take complaints seriously and continuously strive for excellence. 

We will strive to resolve all complaints within 1 week but there may be exceptional circumstances where more time is required. We do not expect complicated complaints to take more than 1 month to resolve but again, we will advise you specifically in relation to your issue as every complaint can be different. 

Potential resolutions

Thankfully, we have not had many complaints! But if we do, we will explore all options on what may be a suitable solution. This could include an apology, making a change to how you use our service, offering a goodwill gesture or compensation. 

We will advise you as to what we think may be appropriate and relevant to a specific situation.

If you’re not happy with our resolution of your complaint

We have applied to be registered with the Energy Ombudsman in relation to any complaints that relate to our Business Energy service. Unfortunately, currently there is no equivalent service for us to sign up to for complaints that relate to our Household Energy service. So we will give you separate advice about your options in relation to household energy. 

But for business energy, if and when relevant, we will provide you with information about your right to complain to the Energy Ombudsman and how to do this. You are entitled to escalate your complaint to them if we have either not resolved it to your satisfaction or we have not resolved it at all within 8 weeks. The Energy Ombudsman service is a free and impartial one. You can read more about them here.

The contact details for Ombudsman Services are as follows:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org 

Records

We will keep a record of any complaint made to our service. If you would like information on what records we keep specific to you, please ask.