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 9DF

• Phone: 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.