B2B Energy Complaints Policy
At B2B Energy, we are committed to providing excellent service to our clients. We understand that there may be occasions when you feel that we have not met your expectations. Your feedback is important to us, and we have established this Complaints Policy to address and resolve any concerns you may have.
How to Raise a Complaint:
If you are dissatisfied with any aspect of our service, we encourage you to inform us as soon as possible. You may contact your designated account manager or our customer service team to discuss the issue informally. or Contact firstname.lastname@example.org
If the matter remains unresolved or if you prefer a more formal approach, please submit your complaint in writing via email to email@example.com Include relevant details such as your account information, a description of the issue, and any supporting documentation.
Complaints Handling Process:
Upon receiving your complaint, we will send you an acknowledgment within two working days. This will include the name and contact details of the person handling your complaint.
We will conduct a thorough investigation into your complaint. This may involve reviewing relevant records, communicating with involved parties, and gathering necessary information.
We aim to resolve complaints as quickly as possible. You will be informed of the outcome, including any proposed resolution, within ten working days of the acknowledgment of your complaint.
After 10 days of raising the step 3 complaint, if we are unable to find a satisfactory solution that both parties are happy with, then we will take a break and look with a fresh pair of eyes and try and offer some other solutions.
5. Energy Ombudsman
B2B Energy are part of the Energy Ombudsman Alternative Dispute Resolution scheme. They provide an impartial dispute resolution service to ensure that a resolution is reached. In the unlikely event, that after 8 weeks of trying to find a solution, we have not found a solution that both parties are happy with, we will issue the below email. This means that the complaint is in a state of ‘deadlock’ and an independent resolution is required from the Energy Ombudsman.
You can now access a free, impartial dispute resolution service to resolve your complaint
Complaint reference number: [XXXXX]
Thank you for making us aware of your complaint. We’re sorry that we haven’t been able to resolve it yet.
We understand that your complaint was regarding [insert complaint info] and to date we’ve unfortunately been unable to address this, which has resulted in [insert effect info]. If you’d like to discuss this with us again then please call 07888 749332 or email our director Paul, firstname.lastname@example.org. Our office is open Monday – Friday 9am – 5.30pm
As eight weeks have passed since you first complained to us, you can now use Ombudsman Service’s free, independent, impartial dispute resolution service. They’ll ask you to provide all the details of your complaint and any supporting information you can, before asking us for the same. They then consider all the information to reach a conclusion on how to resolve your case.
Resolutions can include: an apology; an explanation of what went wrong; a practical action to be taken to correct the problem; and/or a financial award. You can choose to reject their resolution, but if you accept it, we must act, and resolve the dispute in the way they propose. You may contact the Ombudsman in any of the following ways:
Name: Energy Ombudsman
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
Learnings and Improvements:
We take all complaints seriously and view them as an opportunity to learn and improve our services. Periodically, we review the nature and root causes of complaints to implement preventative measures for continuous enhancement.
Thank you for your cooperation in helping us maintain high standards of service.
This policy is effective from 1st January 2022. B2B Energy reserves the right to update or amend this policy as required.