How do I make a complaint?

Getting things right first time is really important to us, but sometimes things don’t go quite to plan. If you are unhappy with our service, this is the process you can follow:

 

Stage One

Our Customer Services team aim to resolve your complaint straight away but if they can’t, they’ll acknowledge your complaint in writing. We endeavour to respond to your complaint within 10 working days. You can contact the team in one of the following ways:

Call: 0843 504 7799

Email: Customerservices@BPGenergy.com

Post: Business Power and Gas Ltd, Jubilee House, Lytham, FY8 5FT.

If your complaint takes longer, we will regularly update you with our next steps and agree with you the following method of contact.


Stage Two

If you’re not entirely happy with the way your complaint has been handled, contact us through the most convenient method to you as in Stage One, stating that you would like your complaint escalated to a Manager. One of our Managers will review your complaint and attempt to resolve the issue as quickly as possible. Similar to Stage One, we endeavour to update you within 10 working days.  A longer time may be required for more complicated complaints, but we’ll keep you up to date with how we’re progressing.


Final Stage

The Ombudsman will only consider conducting a full review if we have been provided an adequate opportunity to resolve your complaint. The Ombudsman will only investigate your complaint if the following circumstances apply:

• You have received a Deadlock letter from us; or

• At least 8 weeks have passed since you first made the complaint to us. If you contact the Ombudsman before either of these requirements, they will refer your complaint back to us for further action.


You can contact the Ombudsman in one of the following ways:

Online: www.ombudsman-services.org

Email: enquiries@os-energy.org

Call: 0330 440 1624 (Mon - Fri, 9am - 5pm)

Textphone: 0330 440 1600

Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF.


20160204 - White (With Tag)