Complaints

C-Zero Markets: Complaints Procedure

• As a member of the Energy Ombudsman Broker ADR Scheme, we are committed to
  handling complaints in a fair, transparent, and efficient manner to ensure customer
  satisfaction and compliance with regulatory standards.
• This complaint handling procedure aims to uphold our commitment to resolving
  complaints promptly and fairly, ensuring client satisfaction and compliance with
  regulatory requirements.
• This complaint procedure document serves as the official guideline for handling
  complaints within our organization. All staff members are expected to follow this
  procedure to maintain high standards of customer service and regulatory compliance.

1. Accessibility and Contact Information

1.1 Visibility

Our complaint handling procedure is accessible on our website and is available upon request
via email or post, free of charge.

1.2 Contact Details
Clients can make a complaint using the following contact information:

• Email: info@c-zeromarkets.com
• Post: Eastgate House, Dogflud Way, Farnham, GU9 7UD
• Phone: 01252 268 573

2. Steps in the Complaint Handling Process

2.1 Receipt of Complaint
Upon receipt of a complaint, we will:

• Acknowledge receipt promptly (within 2 business days).
• Record the complaint details including dates and relevant information.
• Treat the client with courtesy and respect throughout the process.

2.2 Investigation and Resolution
The complaint will be investigated by a designated staff member who will:

• Gather necessary information and documentation.
• Review the complaint thoroughly and impartially.
• Aim to resolve the complaint within 10 business days.

2.3 Communication of Resolution
We will communicate the resolution to the client, including:

• Details of the resolution and any actions taken.
• Apology if appropriate, and explanation of any compensation or goodwill gestures
offered.

3. Response Times

3.1 Clients can expect:

• An acknowledgment of their complaint within 2 business days.
• Regular updates if the resolution process exceeds 10 business days.
• Final resolution within 8 weeks, or notification of escalation to
Ombudsman Services.

4. Record Keeping

4.1 Documentation

We maintain records of all complaints, including:

• Dates of receipt and resolution.
• Correspondence and details of investigations.
• Actions taken and outcomes.

5. Escalation Process to Ombudsman Services

5.1 Circumstances for Escalation

Clients may escalate their complaint to Ombudsman Services if:

• We are unable to resolve the complaint directly.
• The complaint remains unresolved after 8 weeks.

5.2 Contact Information for Ombudsman Services

The Energy Ombudsman services are impartial in addressing client concerns and are free.
Clients can contact Ombudsman Services at:

• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D
• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org

6. Commitment to Continuous Improvement

We are committed to continuous improvement by:

• Analysing complaint trends to identify root causes.
• Implementing corrective actions to prevent recurrence.
• Regularly reviewing and updating our complaint handling procedure.