At BBC Utilities, we are committed to delivering exceptional service to our customers. Recognizing that occasional issues may arise, our complaints procedures are designed to ensure that
your concerns are addressed satisfactorily with courtesy and respect. We, at BBC Utilities, uphold high standards in service delivery, while continuously striving to improve its offerings.
Objectives of Our Complaints Policies:
Clarify how to make a complaint and how it will be handled.
Consistently, fairly, and sensitively address complaints within clear time frames.
Provide a fair and effective way for individuals to express concerns about our work.
Monitor complaints to continually improve our services.
How to Contact Us:
If you have a concern or are dissatisfied, our Client Relations Team. BBC Utilities is ready to investigate your concerns during our respective office
hours, Monday to Friday, from 8:30 am to 5:30 pm.
Post: 4th Floor, Silver stream House 45 Fitzroy Street, Fitzrovia London W1T 6EB
Complaints Procedure:
To initiate a complaint, provide your name, business details, address, contact information, and an explanation of your concerns. Upon receipt, we will
acknowledge your complaint within three working days and aim to resolve it within 10 working days. If the resolution takes longer, we will keep you informed of progress and an anticipated
resolution date.
Escalation:
If unsatisfied with the initial response, complaints can be escalated for further investigation. If your complaint remains unresolved after eight weeks
or you are not satisfied with the final response, you can refer the matter to the Energy Ombudsman.
Energy Ombudsman:
If you are a microbusiness and have received a deadlock letter, you have the right to refer your complaint to the Energy Ombudsman (https://www.ombudsman-services.org/complain-now) Energy
Ombudsman (https://www.energyombudsman.org). The Energy Ombudsman is impartial, free, and approved by Ofgem to handle energy disputes between consumers and energy suppliers.
A microbusiness employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million. Alternatively, it uses less than
100,000 kWh of electricity per year or less than 293,000 kWh of gas per year.
These policies outline our commitment to addressing concerns effectively and enhancing our services for your satisfaction.
