Better Buy Energy Limited is an energy broker, and we are a registered member of the Energy Ombudsman’s Energy Broker Alternative Dispute Resolution (ADR) Scheme. We are committed to providing a high standard of service to all our customers.
We know that sometimes things can go wrong, or you may not be happy with the service you have received. If that happens, we want to hear about it so we can put it right. Every complaint will be treated seriously, fairly, and with courtesy and respect, and will be dealt with as quickly as possible.
This procedure explains how to make a complaint, what you can expect from us, and what to do if you are not satisfied with our response. It is available free of charge on our website, and we will also provide a copy by email or post on request.
How to make a complaint:
You can contact us in whichever way is easiest for you:
By phone: 01326 333055
By email: hello@betterbuyenergy.co.uk
By post: Managing Director, Better Buy Energy Limited, 13 Church Street, Helston, TR13 8TD.
To help us resolve your complaint as quickly as possible, please give us:
- Your name and the name of your business
- A contact telephone number and/or email address
- The supplier and account or contract the complaint relates to (if applicable)
- A description of what has gone wrong and how it has affected you
- What you would like us to do to put things right
We set out below how our complaints procedure works and the steps we ask you to take if you wish to complain. We also make clear your rights to complain to the Ombudsman should you not be satisfied with the outcome of our review of your complaint.
1. Contact Us – Please use the contact details above. Our team are available business days 9am to 5pm.
2. Acknowledgement – We will acknowledge your complaint within 5 working days of receiving it. We will let you know who is dealing with it and how to get in touch with them.
3. Resolving The Complaint – If we can’t resolve the complaint straight away, we will confirm to you in writing the actions we are taking and what will happen next. We will keep you updated with any developments with the aim of resolving the complaint within ten days.
4. Eight-Week Letter – If you are not happy with our proposed resolutions or eight weeks have passed since we first received your complaint, you are entitled to complain to the Ombudsman. Their contact details are below.
After 8 weeks a deadlock letter will be issued. You can then contact the Ombudsman Service, who will independently review the complaint and propose a resolution.
5. Contacting the Ombudsman – The Ombudsman is an independent body that decides the outcome of disputes between us and our microbusiness or small business clients. There is no charge to you for the Ombudsman’s services.
Their contact details are as follows:
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Tel: 0330 440 1624
E-mail: enquiry@energyombudsman.org
All complaints are kept confidential. If you have any questions about our complaints procedure, please do not hesitate to get in touch.
Keeping records
We keep a record of every complaint we receive, including the date it was received, the details of the complaint, the action we take, and how it is resolved. We use this information to monitor the quality of our service and to make improvements.
Reviewing this procedure
We review this complaints procedure regularly to make sure it remains clear, accessible, and effective. The latest version is always available on our website and on request.