Complaints Policy

Last updated: 20th October 2026

Complaints Handling Procedure

1. Purpose

This policy sets out how Roam handles complaints. It explains how to raise a complaint, what happens at each stage, who owns each stage, and the timescales we work to.

2. Scope

This policy covers complaints made about a Roam-operated charge point or service, including faults, payments, service standards, or how a previous contact was handled. It does not cover commercial matters with Roam's site partners, which are handled through separate client escalation routes.

3. Our Commitment

• Make it easy to raise a complaint, 24 hours a day, every day of the year

• Acknowledge every complaint quickly and log it with a reference number

• Investigate fairly, and keep you updated even if we don't yet have an answer

• Resolve issues as quickly as possible and explain the outcome clearly

•Use what we learn from complaints to improve the charging network

4. What Counts as a Complaint

A complaint is any expression of dissatisfaction about a Roam charge point or service, for example a fault, an incorrect charge, or how a previous issue was handled. This is different from a routine enquiry, such as asking how to start a charging session, which is handled as standard support rather than under this policy.

5. How to Raise a Complaint

Complaints can be raised through any of the following channels, all of which are free to use:

• 24/7 phone line: 0800 099 6000, for urgent issues, faults, or if you're stranded at a charge point

• Email / support inbox: support@roamcharging.com

• App or website contact form here

• In writing: Nexus House, 4 Gatwick Rd, Crawley RH10 9BG

6. Complaint Handling Process

1. Log: Every complaint is logged with a unique reference number, whichever channel it comes through.

2. Acknowledge: We confirm receipt, share the reference number, and give an expected timescale (see Section 8).

3. Investigate: The in-house support team investigates, looping in Operations, Installation or Billing where needed.

4. Resolve: We contact the customer with the outcome and any action taken.

5. Close & follow up: The complaint is closed on our system. If the customer isn't satisfied, it's escalated (see Section 9).

7. Roles & Responsibilities

Role	Responsibility
24/7 Support Line	First point of contact for calls at any hour, including urgent and safety issues. Provides immediate triage and guidance, and logs every call with a reference number.
In-House Support Team	Owns day-to-day investigation and resolution of logged complaints. Liaises with Operations, Installation and Billing as needed, and keeps the customer updated throughout.
Heads of Department	Escalation point for complaints needing specialist input, or that are unresolved within SLA. Approve resolutions that sit outside standard policy, such as goodwill gestures.
Head of Support	Final internal escalation point. Owns this policy, reviews complex, repeat or high-profile complaints, and reports complaint trends to the leadership team.

8. Complaint Categories & Severity

Severity is set when a complaint is logged and drives the SLA it's handled against.

Severity	Examples
Urgent / Safety	Electric shock risk, fire or smoke, exposed cabling, physical injury due to a charge point.
High	Charge point completely down with no working alternative on site, driver unable to leave site, incorrect or duplicate charge taken.
Medium	Intermittent charger fault, billing or payment query, app or account issue.
Low	General service feedback, signage or labelling issues, minor inconvenience.

9. Service Level Agreements

SLA clock starts when the complaint is logged. "Working day/hour" follows Roam's standard office calendar; the 24/7 line covers safety triage outside these hours.

Severity	Acknowledged	Target Resolution	Escalates if unresolved after
Urgent / Safety	Immediately, on the call	Within 1 working day	Immediate escalation to Head of Department and Head of Support
High	Immediately (phone) / 15 minutes (email)	Within 2 working days	3 working days
Medium	Immediately (phone) / 1 working day (email)	Within 5 working days	5 working days
Low	Immediately (phone) / Within 2 working day	Within 10 working days	10 working days

10. Escalation Process

If a customer isn't satisfied with how their complaint has been handled:

1. Department escalation: (2 working days) The in-house support team escalates to the relevant Head of Department.

2. Final internal review: (5 working days) If still unresolved, it's escalated to the Head of Support for final review.

3. Final response: (2 working days) A written final response is issued.

11. Keeping Customers Informed

We update customers at every stage using their preferred contact method, even without a resolution yet, so no one is left waiting in silence.

12. Record Keeping & Reporting

Every complaint is logged on Roam's CRM with category, severity and timestamps. This supports Roam's regulatory obligations, including the helpline call-logging requirement under the Public Charge Point Regulations 2023, and feeds a quarterly report to the Head of Support and Operations leadership team to identify recurring issues.

13. Policy Review

This policy is owned by the Head of Support and reviewed annually, or sooner if regulations change or a significant service issue identifies a gap.