Complaint Procedure (Energy)
Complaint Procedure (Energy)
Save My Quid Limited is committed to high quality of service. However, we recognise that that occasionally we may not achieve every aspect of that goal. Therefore, we have a structured complaints procedure in place to ensure that the clients can exercise their right to question where they feel that they are unfairly or wrongly treated. Our complaint procedure ensures that your concerns are both addressed and resolved.
A copy of this complaint procedure is available to our clients free on request. If a complaint is made to us, we shall be courteous and be respectful in our dealings with the clients.
The procedure
Step one
A complaint can be made to us by email telephone or post. The communication details are as below:
Email: complaints@businesscareuk.co.uk
Telephone: 03334330365
Post: G40b Expressway Studios, 1 Dock Road, London, E16 1AH
Our client relations team are available business days 9.30am to 5.30pm.
We will send you an acknowledgement of receipt of the complaint within two working days of receiving the complaint. Upon receipt of the escalated complaint, a full audit of communications between you and the advisor in question will be completed. This includes but is not limited to; emails, telephone conversations, letters and voicemail. An initial response should be carried out within 2 working days of the complaint being raised. Within ten working days of the receipt of the complaint we will let you know the outcome of our investigation.
We believe our decision would bring satisfactory conclusion to the complaint. In the unfortunate event of on reaching to an agreement the clients can request a review of the decision by communicating to us.
Step Two
Should you not accept our initial decision and you ask us to review that decision we will carry out a review. During this review we may request you for further information or communication to and from our advisors. We will then provide you with the outcome of the investigation. From the initial investigation to the communication of the final decision may take up to 8 weeks.
Ombudsman Services
If a complaint remains unresolved after 8 weeks the client may escalate the complaint to the Ombudsman Services which is free and impartial for the client to use.
The Ombudsman’s contact details:
Email: enquiry@ombudsman-services.org (emails are responded to within five working days)
Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Website: www.ombudsman-services.org
The Citizens Advice Bureau
If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice. Website: www.citizensadvice.org.uk