We At Energy 4 Businesses embrace any feedback as an opportunity to learn and whilst we endeavour to be perfect, we understand that this is a journey and not a destination, mistakes may happen occasionally, if a customer feels dissatisfied with any element of our service, we welcome the opportunity to put things right.

Our internal complaints procedure is in place to handle your complaint fairly and efficiently and to ensure that any complaints are dealt with in a consistent manner. We’ll work hard to resolve any issues as quickly as possible with the following approach to Complaints Handling.

  • We will try to resolve any complaints as soon as possible

  • We will always provide you with an explanation and an apology wherever we have caused the problem

  • You will speak to the same Customer Service Advisor throughout the complaints process

 

You can contact Energy 4 Businesses in any of the ways listed below:

  • Call us on 0330 043 0724 between 8am – 8pm Monday to Sunday

  • Email: info@energy4businesses.co.uk

  • Write to:
    Customer Resolution Team,
    Energy 4 Businesses
    30 Hazelwood Road
    Leicester
    LE5 5HQ

 

If you contact us via telephone, our Customer Service Advisors will attempt to resolve the matters with you immediately. However, if the matter cannot be immediately resolved the Customer Service Advisor will take down your complaint details whilst you are on the phone.

We will endeavour to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so we will keep you updated with the new timescales we put in place for resolving your complaint.

 

Making A Complaint

Resolving Your Complaint

The Customer Service Advisor will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.

  •  If you accept the decision your complaint will be resolved

  •  If you reject the decision your complaint will go to the next stage

Complaint Deadlock for Gas & Electricity

If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your complaint, we will deadlock the complaint. An email will be sent advising you of the deadlock, this means that you can go to The Energy Ombudsman with your complaint if you wish. If your complaint is more than 8 weeks old, and we have not come to resolution, you will receive an email advising you are within your rights to contact The Energy Ombudsman.

The Energy Ombudsman will liaise with us directly to try and come to a resolution. Their services are free for you to use and they’re entirely independent, they don’t take sides and their decisions are based only on the information they have and we’ll act on what they say. That might mean us saying sorry, explaining what’s gone wrong, fixing the problem or paying you compensation.