npower Business Solutions Demand Side Response (DSR

npower Business Solutions Demand Side Response (DSR) Complaints

Process

We’d like you to be happy with our DSR service. However, we know that sometimes things

can go wrong. If you have a DSR-related complaint, we’ll do everything we can to resolve it

with you as quickly as possible.

If you have any further queries regarding this process, please contact your E+ Sales

representative or Client Lead.

. Inform us of the problem

Please give us a chance to put things right by completing the following form and sending it to our

dedicated DSR Complaints team, (DSRcomplaints@npower.com). The team aim to acknowledge

receipt of your complaint within 5 working days, and will provide you with a unique reference

number, which you will be required to quote throughout the process.

2. We’ll open a case and assign a dedicated case handler

Your dedicated case handler will investigate your DSR-related complaint in detail, and they’ll work

with you to resolve your problem as quickly as possible. We aim to provide you with a resolution

within 40 working days; updating you on progress throughout.

. The right to escalate

We’d like to think that you will be satisfied with our complaint resolution. However, if you remain

unsatisfied, or if your DSR-related complaint still remains outstanding after 40 working days, your

complaint may be escalated to the Optimisation Desk Manager, who will review the actions we’ve

taken and any written correspondence between us. They will also review the manner in which we

have handled your complaint. Following their investigation, if we still can’t find a way forward,

your complaint will be escalated to the Head of Flexibility Services. Following this internal

escalation process, the hope is that we can come to an resolution agreeable to both parties.

npower Business Solutions Demand Side Response (DSR) Complaints

Form

1. Customer name

2. Customer contact details

(name, email address and

phone number)

3. Sector your business

operates in

4. Type of DSR service the

complaint relates to, and

site(s) at which we conduct this

DSR service

5. Detailed description of

complaint

6. What outcome would you

like to see in order to feel that

your complaint has been

adequately resolved?

7. Any other information you

would like to provide us with,

in order to effectively process

this complaint