Updated July 2022
We endeavour to offer the highest level of service throughout the duration of your contract However, if something does go wrong and you want to make a complaint, we will investigate any issues and aim to rectify any issues promptly, where possible
We embrace any feedback and continually look to improve. However, if a customer feels dissatisfied with any element of our service, we welcome the opportunity to put things right.
We would like to think that it would not be necessary to go beyond the first step, however we understand that in very rare circumstances you may need to present your case where the end result leaves you unsatisfied.
Should your compliant be upheld we may offer to resolve the matter by apologising, making a gesture of goodwill or giving compensation.
All complaints made may be progressed through this process either by phone, person or writing including email.
Step 1
A complaint is any expression of dissatisfaction with the service received by Energy Bureau. A complaint may be made in writing, email, by telephone 0800 130 3412 or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see.
Please address your complaint to our Complaints Manager this can be emailed to complaints@energybureau.co.uk or posted to: Unit C, Grange Business Pk, Enderby Rd, Whetstone, Leicester LE8 6EP
All complaints are treated with courtesy and respect ensuring that our clients are valued and treated fairly throughout this process.
Step 2
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.
Step 3
Within two weeks of receiving a complaint we will send you either:
- a final response which adequately addresses the complaint; or
- a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
- If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.
Step 4
If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.
Step 5
We will send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint
Step 6
If you are unhappy with our final response or we have passed the eight weeks set out in this procedure you should contact the Ombudsmen Services who provide a free and impartial service for all to use.
Their website is https://www.ombudsman-services.org and it provides more information about the service they provide and the various ways they can be contacted.
Ombudsman Services
If you are not satisfied with Energy Bureaus final response or your complaint is outstanding for more than 8 weeks then you have the option of referring your complaint to the Energy Ombudsman.
If you have received a ‘deadlock letter’, you can refer your complaint to the Energy Ombudsman as soon as we have issued the letter, but you will need to do this within 12 months of the date on the ‘deadlock letter’.
The Energy Ombudsman is a free and independent service that can provide a further review of your complaint. They will fully consider your case to check if we have done something wrong, and if so they can require us to put things right.
However, they may instead agree with the actions we’ve taken and require us to take no further action as the final resolution. This would mean we wouldn’t be able to provide you with any previously offered resolution. While we must follow any actions requested by the Energy Ombudsman, you are not required to accept their decision.
T 0330 440 1600 (for text only)
E enquiry@ombudsman-services.org
W ombudsman-services.org/energy
Write to them at: Ombudsman Services, Energy, PO Box 966, Warrington, WA4 9DF
We are not responsible for the content on their website.
