Customer Charter

What To Expect From Us Following A Complaint or Enquiry

Following an enquiry or complaint, you can expect us to:

Do our best to resolve it the first time you contact us
If we can’t resolve it immediately, explain how we intend to resolve it and an indication of timescales
Tell you if we need more time and inform you of our progress, usually by telephone or email
Treat you fairly and courteously
Treat your personal and financial details in confidence
Aim to provide you with a full response within 10 working days of making a complaint. If we are not able to perform this then we will tell you that we need more time and inform you of our progress
Inform you of other steps to take if you’re not satisfied with the way we have handled your enquiry or complaint
Log all complaints as soon as we receive them to monitor, review and improve our service
Only close complaints when they are completely resolved

Need to Make A Complaint

If you are unhappy with any aspect of our service then please tell us and give us the chance to solve any issues.

The quickest way to get in touch with us is to send an email into us or call us, and we will aim to try and sort out any issues straight away.

If we can’t solve the issue straight away, then we will tell you how we plan to resolve the issue and an indication of expected timescales. If the issue relates to an aspect that is not directly in control of us, then we will inform the appropriate contractor on your behalf and notify you who it has been escalated to.

If the issue requires further investigation from us, then we will provide you with a dedicated contact for your complaint who will manage the complaint and keep you updated until it has been resolved.

Online

Complete the form at www.lantenltd.com/contact-us/

By Email

Email us at support@lanten4u.co.uk

By Phone

Call us on 0345 4707 222 (Monday - Friday 8.30 - 17.30 exc Bank Holidays)

In Writing

Please address all correspondence to:

Customer Service Team, LanTen Metering Services Limited, Units J & K Maybrook Industrial Estate, Maybrook Road, Brownhills, West Midlands, WS8 7DG