Complaints Procedure
Step 1
Should something go wrong, or you are unhappy with the service you have received, please get in touch with us at the earliest opportunity so we can look to put things right as soon as possible. (Usual response time 24-48 Hours)
Step 2
If you remain dissatisfied with the resolution initially provided, you can escalate your concerns to a Resolution Handler. (Usually no more than 4 weeks past, Step 1)
Step 3
Step 4
If none of the above can be resolved then we will issue a dead lock letter at no longer than 8 weeks from the first date of raising the complaint, this will allow you to then pick the complaint up with either of our ADR Scheme providers, Dispute Resolution Ombudsman or The Energy Ombudsman direct.
At each of the above four stages, we will endeavour to resolve your concerns within 5 working days.
Dispute Resolution Ombudsman – https://www.disputeresolutionombudsman.org
Energy Ombudsman – https://www.energyombudsman.org
Post: Dispute Resolution Ombudsman or Energy Ombudsman Services:
This service is free to use and all complaints will be treat equally and fairly
Dispute Resolution Ombudsman
Premiere House
First Floor, 1-5 Argyle Way
SG1 2AD
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
Telephone – 01772 367717
E-mail – gavin.hall@businessutilityservices.co.uk
Post – Business Utility Services Ltd, Derby House, 12 Winckley Square, Preston, Lancashire, PR1 3JJ
Dispute Resolution Ombudsman – ADR SCHEME Registered – E3350
The Energy Ombudsman – ADR SCHEME Registered – C35BUSI163