Complaint Handling Procedure
At Business Energy Saver, we are committed to providing high-quality services to our clients. However, if something goes wrong, we want to know about it. Your feedback helps us improve, and we take all complaints seriously. Below is an outline of our complaint handling procedure to ensure that any concerns are addressed promptly and respectfully.
1. How to Make a Complaint
If you have a complaint, you can reach us in the following ways:
By Email: save@bizenergysaver.com
By Phone: 07790 593 031
By Post: 14 Bridge House, Harrow Road, Bolton, BL1 4NH
We will treat all complaints with courtesy and respect, ensuring that you feel heard throughout the process.
2. Complaint Process Steps
Step 1: Upon receiving your complaint, we will acknowledge it within 2 business days.
Step 2: We will investigate your concerns thoroughly and may contact you for additional information.
Step 3: A formal response will be provided within 10 business days of acknowledging your complaint. If we are unable to resolve the issue within this timeframe, we will explain the reason and provide an estimated completion date.
Step 4: If your complaint requires further investigation and we need more time, we will keep you updated regularly.
3. Complaint Escalation to the Ombudsman
If we are unable to resolve your complaint within 8 weeks, or if you are not satisfied with our final response, you may escalate the matter to the Energy Ombudsman. They provide a free, independent, and impartial service for resolving disputes between consumers and energy companies.
You can contact the Ombudsman Services in the following ways:
Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DFPhone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: Energy Ombudsman Website
4. How We Record Complaints
We maintain a detailed log of all complaints received, including the date, nature of the complaint, and the resolution process. This ensures that we track our progress in addressing your concerns.
5. Resolution of Complaints
Depending on the nature of your complaint, we may resolve it by:
Offering an apology
Making a goodwill gesture
Providing compensation, where appropriate
6. Commitment to Continuous Improvement
Your feedback is valuable to us. We use the information from complaints to improve our services and ensure that similar issues are prevented in the future.
For any further information regarding our complaint procedure, please contact us at Business Energy Saver.