We always strive to get it right first time, every time, but occasionally things don’t go to plan. If that’s the case, we want to work with you to reach a resolution that you’re happy with.
How to make a
complaint
CALL US
Speak to our team on
+44 (0)1423 225 333
Our phone lines are open Monday to Friday, 9am to 5pm.
EMAIL US
Send an email to complaints@bigenergygroup.co.uk
Please include your account details where possible.
WRITE TO US
FAO Client Relations,
Big Energy Group, Sheraton House, 2a Surtees Way, Surtees Business Park, Stockton-on-Tees, TS18 3HR.
Our complaints
procedure
Lodge
Formal Complaint
If we have been unable to resolve your complaint informally, then please log a formal complaint with us using one of the contact methods provided above. All complaints are welcomed and will be treated with courtesy and respect.
Acknowledgment,
Investigation,
Response
Once we have received your complaint, we will acknowledge receipt within 3 working days. Your complaint will be thoroughly investigated and we will provide our response, where possible, within 10 working days.
Where your complaint involves a third party such as a supplier, it may be necessary for us to contact them during the investigation and extend our resolution period to 8 weeks. We will endeavour to keep in regular contact with you throughout this period.
Contact Energy
Ombudsman
If your complaint remains unresolved after 8 weeks, or we have issued you with a deadlock letter and you are still unhappy, you may wish to contact the Energy Ombudsman.
The Energy Ombudsman will complete a free and impartial investigation on your behalf and provide you with an outcome*. For more information please visit www.ombudsman-services.org.
Energy Ombudsman
Contact Details
CALL
+44 (0)330 440 1624
LETTER
Ombudsman Services: Energy,
P.O. Box 966, Warrington, WA4 9DF