Make a complain on card terminal or online payment gateway

If you feel that our payment service has not met your expectations, please submit a complaint by emailing morningsonguk@hotmail.com or calling our company at 020 3376 8686. This will allow us to create a complaint case for you.

We will do our best to resolve the issue within 5 working days. If we are unable to resolve your complaint or if the issue is beyond our control, we will escalate it to the payment provider. We will assist you in communicating with the payment provider and provide you with their procedures for handling the issue.

Making a complain on Gas/Electricty Contract

We seek to provide excellent service but understand that sometimes things can go wrong. We’ll work hard to resolve any issues as quickly as possible with the following approach:

APPROACH TO COMPLAINTS HANDLING

  • We will try to resolve any complaints as soon as possible
  • We will always provide you with an explanation and an apology wherever we have caused the problem
  • You will speak to the same Complaint Handler throughout the complaints process

MAKING A COMPLAINT

If you contact us via telephone1, our Customer Success team will attempt to resolve the matter with you immediately. However, if the matter cannot be immediately resolved the advisor will raise a complaint ticket internally for one of our specialist handlers to investigate the matter. Alternatively, you can raise a complaint to us on our website or by email to oaglondon@hotmail.com.

Our Complaints team will acknowledge your complaint within 1-2 working days.

We will endeavour to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so we will keep you updated with the new timescales we put in place for resolving your complaint.

RESOLVING A COMPLAINT

The Complaints handler will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.

The remedies you could receive as part of a resolution are:

  • An apology
  • An explanation as to what’s happened
  • Actions taken to resolve the issue
  • Compensation awarded

UNHAPPY WITH THE OUTCOME?

You can request for one of our complaints reviewers or complaints manager to review the complaint to ensure a fair outcome for your complaint. We will keep you up to date during this process and aim to provide a final resolution as soon as possible.

COMPLAINT DEADLOCK AND ENERGY OMBUDSMAN

If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your it, we will deadlock the complaint. A letter will be sent advising you of the deadlock. This means that you can go to The Energy Ombudsman with your complaint.

If your complaint is more than 8 weeks old, and we have not come to a resolution, you will receive a letter advising you are within your rights to contact The Energy Ombudsman.

The Energy Ombudsman will liaise with us directly to try and come to a resolution. Their services are free for you to use and they’re entirely independent. They don’t take sides and their decisions are based only on the information they have.

You do not have to accept their decision, but if you do, we’ll act on what they say. That might mean us saying sorry, explaining what’s gone wrong, fixing the problem, or paying you compensation.

  • If you contact The Energy Ombudsman, they will investigate your case and we are unable to work with you directly to resolve the complaint.
  • If you have not contacted The Energy Ombudsman, we will still be able to work with you directly to resolve the complaint.

CONTACT DETAILS FOR THE ENERGY OMBUDSMAN

Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Website: www.energyombudsman.org
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

INDEPENDANT HELP OR ADVICE
You can gain free independent and impartial advice from Citizens Advice or Advice Direct Scotland as these are the official sources of free independent energy advice.

CONTACT DETAILS FOR CITIZENS ADVICE

Phone: 0808 223 1133
Website: www.citizensadvice.org.uk/consumer/energy/energy-supply/

CONTACT DETAILS FOR ADVICE DIRECT SCOTLAND

Phone: 0808 196 8660
Website: energyadvice.scot

CONTACT US

You can contact us in any of the ways listed below:

Call us on 02033768686 between 9am – 5:30pm, Monday to Friday

Our Company Name: Oag London Ltd

Our Company Id:15349632

Our Company email: oaglondon@hotmail.com

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