Complaints Process

At Navari Group Limited ("Navari"), we are committed to providing our clients with a fantastic level of service. We do however know that sometimes things don't go to plan and we always welcome feedback.

Our complaint process is detailed below

Informal

  1. If you are unhappy with the service received from Navari, please contact us at the earliest opportunity by telephone on 0161 929 6039 - option 3 for Navari and option 2 for Operations to discuss

Formal Complaint

  1. If you are not satisfied with the outcome at stage 1 above, you may wish to make a formal complaint. To do this, please email details of your complaint to hello@navari-group.com. Please try to include as much information as possible.
  2. Upon receipt of your complaint, we will make a record of the complaint and we will acknowledge it in writing by email within 2 working days
  3. Your complaint will then be investigated by an impartial senior member of the team. We will gather all relevant information in order to reach a balanced and objective conclusion, investigating all sides of the issue. We may need to contact you to gather more information as the matter progresses.
  4. We will aim to respond to your complaint fully within 28 working days from the date of receipt of the complaint. If additional time is required to formulate a response, this will be explained to you.
  5. Once we have completed the investigation, we will provide full details of our concluded position by email including a full explanation of the decision and the reasons for it. Where appropriate, the response will include what action we will take to resolve it.
  6. If you remain dissatisfied, please notify us of this by email to the address listed above and we will escalate your complaint to a more senior member of the Group who will follow the investigatory process outlined above.

Referral

  1. If all attempts by us to resolve the complaint have been unsuccessful, you may refer your complaint to the following governing bodies:
    • if your complaint relates to an Energy Matter – to the Energy Ombudsman; or
    • if your complaint relates to a Networks Matter – to the Communications Ombudsman.