Complaints Handling

Introduction and Process

At UK Business Energy Broker, we pride ourselves on offering the very best customer service. Occasionally things may go wrong, and if they do, we want to hear from you. Your feedback will also help us improve what we do.

Please contact us if you have any concerns with the service you received from UK Business Energy Broker. We will investigate for you and ensure that you have an outcome.

In the first instance, please contact us. Let us know your name and business details, including your telephone number, email address and a detailed account of your concerns and the outcome you hope to achieve.

UK Business Energy Broker will investigate your concerns and aim to provide you with a resolution within 10 working days. If your concern is around an energy contract, we will record your complaint and issue you a unique reference number should you wish to contact us again. Sometimes, we may need to contact a third party, such as an energy supplier, and it may take us a little longer to get back to you. We will keep you updated with progress and an anticipated resolution date.

Please note that if your complaint is regarding a supplier, this may not reflect UK Business Energy Broker’s services. Depending on the circumstances, we may be able to raise a complaint on your behalf.

After the investigation is complete, we will send you a review of our decision. If you disagree with this decision, we will review it again (potentially with a 3rd party), so please allow up to 10 days.

If, after 8 weeks, your complaint is not resolved or you choose to reject our decision, we will send you a deadlock letter. This letter confirms that you have dismissed our decision. Once you receive this letter, you are entitled to complain to the Ombudsman.


The Ombudsman

If you are a micro business, you are entitled to take your complaint to the Ombudsman should it not be resolved either 8 weeks after your complaint was first made to us or once you’ve received a deadlock letter from us. The Ombudsman’s services are impartial and free.

0330 440 1624

Energy Ombudsman
PO Box 966
WA4 9D

If you are already a client, please email us directly.