Commitment to Our Clients
At Energy 2 Business Ltd, our primary goal is to deliver the highest quality customer service. While we achieve this most of the time, if a client raises a complaint about any aspect of our services or agreements, we are committed to resolving it fairly, quickly, and efficiently within 28 working days. All complaints will be recorded and monitored.
If we are unable to resolve a complaint within this timeframe, we will keep our clients informed and updated on the progress of their complaint. Rest assured, all complaints will be thoroughly investigated and appropriate actions will be taken.
Once we reach a resolution, we will provide the client with written acknowledgment of the outcome and closure of the complaint. This will include, where appropriate, an apology, an explanation of the steps we have taken to rectify the issue, and/or compensation.
What Do We Consider a Complaint?
We consider a complaint to be any expression of dissatisfaction from a client, potential client, or someone acting on their behalf, regarding any aspect of our services or agreements.
How To Address a Complaint
How To Address a Complaint
Step One
We would like the opportunity to resolve any issues our clients may have and want to hear about them as soon as possible. You can contact us through the following methods, and we will acknowledge your complaint within 5 working days of receipt:
- Phone: 01163504077
- Email: [email protected]
OR
Step Two
A senior member of our relationship management team will address your inquiry and will contact you to discuss the complaint. Our goal is to provide a resolution within 5 weeks or less and resolve the issue promptly.
Step Three
If you are dissatisfied with the resolution, you may lodge an appeal. Please raise this with the appropriate senior member within 28 calendar days of receiving their response, including the grounds for your appeal. The appeal will then be reviewed by a Director of the organization for a final internal review.
Step Four
If you remain dissatisfied with the outcome, or if your complaint is not resolved by Energy 2 Business Ltd within eight weeks, you can lodge a complaint directly with Ombudsman Services, who will review it in due course. An independent review can be requested from Ombudsman Services if:
- You are registered in Great Britain.
- You are classed as a microbusiness as per Ofgem’s definition.
- The dispute has been outstanding for over 8 weeks, or you have received a deadlock letter from us.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]