OUR COMPLAINTS PROCESS

Complaints will be received from time to time and BUSINESS ENERGY SAVER will deal with your complaint in a fair and constructive manner as part of our professional Complaint handling process. This will provide feedback and create an opportunity to learn and therefore assist our aim for better standards of service to you, our clients. We regret that you feel that you have had to complain and will ensure that we are as helpful and friendly as possible during the complaints process.

Complaints should be sent by letter or email to:

The Office Manager, BUSINESS ENERGY SAVER, 9A BROOMHEAD DRIVE, DUNFERMLINE, KY12 9AG or by email to hello@businessenergysaver.co.uk who will acknowledge receipt and provide the contact details of the person responsible for resolving your complaint.

We will endeavour to resolve your complaint as soon as possible; however, we may need to carry out investigations which may take longer. We will aim to resolve your complaint within 10 days, but should this take longer we will send you an update within this timescale.

Where the complaint, in whole or in part, concerns the contract between you and your Supplier, BUSINESS ENERGY SAVER will advise the Supplier of your complaint within 24 hours. An acknowledgement of this action will be sent to you.

We will record your complaint and all communication associated with it, we will also track the time your complaint has been opened. The complaints handling process covers all communications mediums with our customers, including email, phone, and any correspondence sent to and from our address BUSINESS ENERGY SAVER, 9A BROOMHEAD DRIVE, DUNFERMLINE, KY12 9AG.

We may seek to resolve your complaint by making an apology to you, making a gesture of goodwill or by giving compensation.

If you are still not satisfied with the response you receive, you can contact the MD of BUSINESS ENERGY SAVER, 9A BROOMHEAD DRIVE, DUNFERMLINE, KY12 9AG by calling 01383 347888 or write to us at Complaints, BUSINESS ENERGY SAVER, 9A BROOMHEAD DRIVE, DUNFERMLINE, KY12 9AG.

If after 8 weeks you are still not satisfied with the outcome of your complaint, you can raise your complaint to Ombudsman Services. This is a free service, and you will not be charged for using this service. Ombudsman Services are completely impartial.

Ombudsman Services can be contacted as follows:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF 
Phone: 0330 440 1624 
Email: enquiry@ombudsman-services.org

BUSINESS ENERGY SAVER, is responsible for making sure all its representatives are fully trained on their complaints and escalation procedures.

FAQs

At BUSINESS ENERGY SAV£R, we’ve compiled these FAQs to help you have the right information. If you have a query that is not answered here, please get in touch and one of our UK-based Customer Service team will support you.

  • Of course, we love chatting with our clients and offering phone support, call us on 01383 347888

  • Yes, our specialist teams do all of the work, you just have to sign the final paperwork.

  • There are no charges for receiving quotes, advice, and health checks as these are free of charge with no obligation to proceed any further. Once a contract has been agreed and signed, we are remunerated by commission paid via the supplier as a result of us securing and finalising the supply contract between you and them. The exact commission amounts will be disclosed in the individual terms and conditions sent to you, but you can find out more on our terms and conditions page.

  • Everything is your choice; you select the preferences and everything from contract length, cheapest supplier or the greenest.

    If there is a supplier you don’t ever want to work with, we will exclude these too.