Complaints Policy

This complaints handling procedure is also available by email or post for free on request. Please contact us if you wish to receive this via email or post.

Step-by-step complaints procedure

If you’re not completely happy with our service, we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. We are committed to continuously improving our services, however, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

• Make it easy for you to tell us what went wrong;
• Give your complaint the attention it deserves and treat your complaint with courtesy and respect;
• Resolve your complaint fairly without delay, by apologising, providing a goodwill gesture and where relevant providing compensation;
• Make sure you are satisfied with how your complaint was resolved.

How and where to complain?

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

By Telephone – call us on 01204 563626 during our office hours and ask for the Customer Complaints Department.
By Email – use the email info@bluegreen-energy.co.uk

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within 7 days to tell you:

• Why we have not resolved your complaint;
• Who is dealing with your complaint; and
• When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 01204 563626 and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you?

If we can’t agree a solution with you within 8 weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
• Issue our final decision letter which will explain our final position.
• If you’ve received a deadlock letter, or if you’ve still not resolved the issue after eight weeks, you can raise your complaint with the Ombudsman Service.

The Ombudsman Services is a free and impartial service that is available for our clients to use.

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624
Email: enquiry@energyombudsman.org