Your data and how we use it for Warm Home Prescription®

Please email our customer complaints team at WHPSupport@es.catapult.org.uk.

When you contact us please include:

• Your full name
• Date of birth
• Home address and postcode

If you wish to share feedback on behalf of another person please email WHPSupport@es.catapult.org.uk and provide:

• Your full name
• The recipient’s full name
• The recipient’s date of birth
• The recipient’s home address and postcode

1. Acknowledgment of receipt
   Once we receive your complaint, we will send you an acknowledgment within two working days to confirm we are reviewing your concerns.
2. Initial assessment
   Our team will conduct a preliminary review to understand the details of your complaint. If additional information is needed, we may contact you to clarify or gather further details.
3. Investigation
   A thorough investigation will be carried out to address the issues raised. This process may speaking with involved parties, and analysing the situation in line with our policies and procedures.
4. Updates and communication
   We are committed to keeping you informed throughout the process. You will receive updates at key stages of the investigation and can contact us at any time for a status update.
5. Resolution
   Once the investigation is complete, we will notify you of the outcome. This may include actions we have taken or will take to resolve the issue. If applicable, we will outline the next steps or any follow-up measures.
6. Escalation options
   If you are dissatisfied with the outcome or how your complaint was handled, we will provide information on how you can escalate your concerns.