COMPANY COMPLAINT PROCEDURE

Making a Complaint
At BIZ ENERGIES LIMITED, our aim is to provide excellent service 100% of the time but we understand that sometimes things can go wrong. We work hard to resolve any issues as quickly as possible with the following approach in order to handle the complaints effectively.

Making a complaint over the phone/email

If you contact us via telephone/email our account Managers will attempt to resolve the matters with you immediately by responding to your query with the relevant information. However, if the matter cannot be taken care of then the advisor will take down your complaint details whilst you are on the phone or acknowledge your email. Sometimes this may not be possible and we would need upto 3 weeks to get this resolved, if so, we will keep you updated within the timeframe for resolving your complaint.

❖    We will try to resolve any complaints as soon as possible, normally within 5 working days, but if we need more time, we will keep you updated.

❖    You will always have a single point of contact whoever is working on your query, so that you don’t have to explain yourself all over again throughout the process.

❖    You will be given a detailed explanation regarding your query raised with complete transparency.

 

You can contact us in any of the ways listed below:

❖    Call us on [0845 154 1902] between 10:00 am – 5:30 pm Monday to Friday

❖    Email: complaints@bizenergies.co.uk

Resolving a Complaint

The point of contact will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.

❖    If you accept the resolution your complaint is resolved.

❖    If you reject the resolution the complaint will be considered an Escalated Complaint.

Escalated Complaint

Your complaint will be escalated to the members of our executive team, who will impartially reassess your complaint and the resolution you have been offered. The team reviewing your complaint will then decide whether they feel this has been dealt fairly. If not, they will propose a new resolution to your complaint. One of our executive team will advise you of the outcome and then you can decide whether to accept the resolution or decline.

❖    If you accept the decision your complaint will be resolved

❖    If you reject the decision your complaint will go to the next stage

Types of Resolutions

During the complaint process, we will provide you with the following resolutions which will best suit for your query and this could be in any of the forms listed below,

❖    An apology for the stress that you have to go through or for any

misunderstandings during this process.

❖    Making a goodwill gesture based on mutual understanding and for the inconvenience caused from our end.

❖    We can also offer compensation based on the outcome to get this complaint resolved.

 

Complaint Deadlock and Energy Ombudsman

If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your complaint, we will deadlock the complaint. A letter will be sent advising you of the deadlock, this means that you can go to The Energy Ombudsman with your complaint. If your complaint is more than 8 weeks old, and we have not come to a resolution, you will receive a letter advising you are within your rights to contact The Energy Ombudsman. The Energy Ombudsman will liaise with us directly to try and come to a resolution. Their services are free for you to use and they’re entirely independent, their service is impartial and so as their decisions. You don’t have to accept their decision, but if you do, we’ll act on what they say. That might mean us saying sorry, explaining what’s gone wrong, fixing the problem or paying you compensation.

❖    If you contact The Energy Ombudsman, they will investigate your case and we are unable to work with you directly to resolve the complaint.

❖    If you have not contacted The Energy Ombudsman, we will still be able to work with you directly to resolve the complaint.

Contact Details for the Energy Ombudsman

Email: osenquiries@os-energy.org

Phone: 0330 440 1624

Learning from customer’s complaints for issue prevention and bettering service and processes

Handling a complaint and resolving at the first instance is THE way to win back customers’ loyalty, increase customer/business retention, build a good reputation in the marketplace and make them feel good. Hence at BIZ ENERGIES LIMITED, we take the feedback, whatever it may be, and to assure them that the company will learn from this and prevent it from recurring. We analyze, record and prepare a complete and detailed report along with the learnings from the complaints and use it to not only prevent from occurring but also put the best practice in handling similar scenarios attentively to avoid future disputes.

Business Electricity

YK Marketing Business Gas service has been specially designed for profit and savings oriented business customers focusing on cost reduction. Whether your business is large or small, we are a one stop solution for your business Gas. Business Gas contracts tend to be for periods of between one and five years and although at first glance business Gas contracts tend to look similar there are major differences to look out for. We make sure to get you the best price for your business Gas.

Even if you are not using the free YK Marketing business Gas service we would recommend that you look out for the following in any business Gas contract.

Typical pitfalls with business Gas contracts include:

  • Make sure you have a defined end date for your business Gas contract and in turn know exactly what happens at that date and coming up to that date.
  • Suppliers who state that you must provide them notice to change within a specific period and if you miss that date you automatically move into a new business Gas contract with them. Regardless of cost YK Marketing would advise very much against this form of business Gas contract.
  • Suppliers who state that they reserve the right to charge a new undefined business Gas unit cost if you are late paying a bill. It is right that you must pay on time and if you are late then again penalties that reflect the extra cost to the supplier are reasonable but penalty charges are not.
  • Suppliers who place you into a secondary contract with a minimum period if you do nothing at the end of the initial business Gas contract.
  • We would recommend that you select a business Gas contract that offers online billing with the ability to input your own meter readings in addition to those taken by the Gas supplier themselves.
  • Let YK Marketing carry out all the hard work for you.
  • The ideal business Gas contract is for a fixed period with a defined end date and at the end of that period you move onto an ‘out of contract’ business Gas rate. Whilst this means that you pay most likely more for your business Gas prices at least you are not tied into anything and as soon as you notice then you can simply change to a new business Gas contract. Your energy supplier will always encourage you to simply renew your business Gas contract with them at the end of the contract period, whilst they may still be the best business Gas supplier for you we would still recommend that you compare all business Gas prices using our free service to ensure that the price that you are paying for your business Gas still represents good value for money.

Get your business Gas prices today for free, click here.