Our complaints procedure
We always aim to provide an efficient and professional service to all of our customers. However should you ever be unhappy with the service we have provided then we do have the following procedure in place to ensure your concerns are both addressed and resolved and will be dealt with in a courteous and respectful manner.
Any complaints we do receive we hope to resolve promptly and efficiently and any feedback we receive will be used to help us improve our services in the future.
We have set out below how our complaint procedure works and the steps we ask you to take if you wish to raise a complaint with us. Our complaints procedure is also available, free of charge by email or post.
We also set out your rights to complain to the Ombudsman should you not be satisfied with the outcome of our review of your complaint.
Step One
Please log your complaint with us by phone, letter or email and we will ensure that your complaint is passed to the right person.
Contact details to register a complaint
By phone: 01924 267 406
In writing to: Energy Services (Business Power) Ltd, Unit 4, Wakefield Office Village, Silkwood Park, Wakefield,WF5 9TJ
By email to: info@energy-services.co.uk
Step Two
Your complaint will be investigated and we will respond to you with an acknowledgment within three working days. We will try to resolve your complaint within 10 workings days, where possible. If we are unable to provide you with a resolution to your complaint within the ten working day period, we will provide an update with the progress made and will provide you with a revised anticipated resolution date. Also during that time we may ask you for additional information, documentation and/or clarification of issues raised.
We will keep your complaint open for 28 days following our resolution, after which we will formally close the complaint.
Step Three
If you are unhappy with the outcome of your complaint then you may wish to appeal this. To do this, please contact us via any of the above mentioned contact methods and request for the complaint to be escalated to a more senior member of our company. You must do this within 28 calendar days of receiving our initial response and you must state the grounds of your appeal. We will acknowledge your appeal within 3 working days and we hope to inform you of the outcome of the appeal within ten working days of you raising the appeal but similar to the initial decision process, in the event we do not have a resolution within the 10 working days we will contact you again with a revised resolution date. We may also during that time ask you for additional information, documentation and/or clarification of issues raised.
At this stage, if we’re unable to reach a solution you are happy with, we may send you a letter advising of our final position. You can then either accept this or choose to pursue the matter further through other avenues. We will keep your complaint open for 28 days following our final position after which we will formally close your complaint.
Step Four
Energy Services (Business Power) Ltd are a member of the Ombudsman Services Energy Broker ADR Scheme and if you are a Micro Business consumer then you are entitled to take your complaint to the Ombudsman. The Ombudsman is a free and independent organisation that works together with suppliers, consultants and micro business consumers to reach a satisfactory resolution to their complaints. If you’re not happy with the way we are dealing with your complaint or are not happy with our final resolution, the Ombudsman may be able to help with your issue and make an impartial decision on the action required. You can contact the Ombudsman when:
We send you a letter confirming our final position. You must contact them within six months of receiving this letter if you’re still unhappy with the way we have dealt with your complaint.
We have not sent you a final position letter, but it has been at least eight weeks since your initial complaint has passed. You must contact them within nine months of making your initial complaint to us.
If you accept the Energy Ombudsman’s decision we must then honour that decision. However, you are not bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation.
To qualify for the Ombudsman’s advice, you must qualify as a microbusiness meaning your business satisfies one of the following requirements:
An annual gas consumption of no more than 293,000kwh, or a comparable electricity consumption of no more than 100,000kwh
Fewer than 10 employees (or their full-time equivalent) and, an annual turnover or annual balance sheet no greater than €2 million
Contact details to register a complaint
Energy Ombudsman, PO Box 966, Warrington WA4 9DF
Phone: 0330 440 1624
Email: enquiries@os-energy.org
