Complaints procedure

We work hard to give every customer a clear, honest and helpful service. If something hasn't gone the way you expected, please tell us — we take all feedback seriously and aim to put things right quickly and fairly.

How to make a complaint

You can contact us in whichever way is easiest for you:

To help us investigate quickly, please include your name, the best way to reach you, and a brief description of what went wrong and how you'd like it resolved.

What happens next

• We'll acknowledge your complaint, normally within two working days.
• We'll look into it fairly and may contact you for more information.
• We aim to provide a full response within ten working days. If we need longer for a complex case, we'll keep you updated and explain why.
• Once resolved, we'll confirm the outcome to you in writing.

If you're still not satisfied

If we cannot resolve your complaint to your satisfaction, eligible micro-business customers may be able to refer the matter, free of charge, to the Energy Ombudsman once our complaints process is complete or after eight weeks, whichever is sooner.

The Energy Ombudsman is independent and its decision is binding on us if you accept it. Eligibility criteria apply; the Ombudsman can confirm whether your complaint falls within its scope.

About us

BIZ ENERGIES LIMITED is an independent energy consultancy (a third-party intermediary). We are not an energy supplier. These contact details and this procedure apply to complaints about our own service; complaints about your supply or supplier should be raised with your energy supplier in the first instance, and we'll gladly help you do so.