Complaints Procedure

We aim to resolve every concern quickly and fairly. If you are unhappy with any part of our service, please let us know and we will investigate. This procedure applies to all clients and prospective clients of Business Green Energy.

How to complain

You can contact us by email at info@businessgreenenergy.com, by phone on 0800 000 0000, or by post to Business Green Energy Ltd, 90 Marsh Road, Luton LU4 2NJ. Please include your name, company and a description of the issue.

What to include

• Your name and company
• A contact number and email
• The date or reference of the quote, contract or conversation
• A clear description of what went wrong and what you would like us to do
• Any supporting documents or correspondence

Acknowledgement

We will acknowledge your complaint within two working days of receipt and assign it to a senior member of the team who will investigate it. We will give you the name and contact details of the person handling your complaint.

Investigation and resolution

We aim to resolve complaints within 15 working days. Where a complaint is complex, we will keep you updated on progress and provide an estimated resolution date. We will investigate the issues, review any relevant records, and respond in writing with our findings and any proposed remedy.

Final response and redress

If we cannot resolve your complaint to your satisfaction, or if eight weeks have passed since you first raised it, we will issue a final response letter explaining our position. We will also tell you whether your complaint is eligible for referral to an independent redress scheme. Where applicable, we will provide the contact details of the relevant Ombudsman or alternative dispute resolution body so you can take the matter further.

Closure

We record all complaints and their outcomes and use them to improve our service. If you remain dissatisfied with our final response, you have the right to refer your complaint independently, and we will provide the information you need to do so.