​​Complaints Procedure​

At Mer Charging UK Ltd, we strive to provide the highest level of customer service possible. We understand there may be times when customers need to raise a complaint. Mer Charging UK Ltd views customer complaints as an opportunity to learn and improve our service. 

We take every complaint seriously and aim to resolve it as quickly and effectively as possible. This complaints procedure outlines how we address any concerns or issues raised by our customers, 

​2.1 If you have a complaint, please raise it with us as soon as possible. The easiest way to do this is by contacting our customer support team at [email protected], we will ask you to provide specific details about the complaint, including charge point information, what happened and any supporting evidence

2.2 Upon receiving your complaint, we will acknowledge it within 1 working day.  This acknowledgment will confirm that we have received your complaint and provide you with an estimate of how long it will take us to investigate and resolve the matter 

2.3 We will conduct a thorough investigation of your complaint. The investigation process aims to establish the facts of the complaint and identify any potential solutions. We aim to provide a resolution to your complaint within 7 working days. However, if your complaint is more complex, we may need more time. In such a case, we will keep you informed of the progress of your complaint as we work to resolve it 

2.4 Once we have completed our investigation, we will contact you with our findings and a proposed resolution via email 

If you are not satisfied with the proposed resolution, please let us know so we can arrange for your complaint to be reviewed by a member of our senior management team. 

A member of the Mer Charging UK Ltd senior management team will respond to you within 20 working days with a final decision 

Personal data will be handled in line with our Privacy notice (see below) 

3.1 For more information on how Mer Charging UK Ltd processes your personal data, please read our privacy notice, which explains why we may collect data and how and when we use it: Privacy Policy | Electric Vehicle Charging | Mer UK 

3.2 Mer Charging UK Ltd has a whistleblowing policy that encourages both employees and external parties to raise concerns about possible or suspected violations of laws, regulations, or company policies. The policy reiterates that whistleblowers are protected from retaliation and provided with support when reporting concerns, for further details, please read our whistleblowing policy: Whistleblowing Policy | Mer UK.