Complaints Policy

At Best Business Energy Ltd, we strive to offer excellent customer service and ensure that all our customers have a positive experience with us. However, we understand that there may be times when things don’t go as planned. We are committed to handling complaints promptly, fairly, and transparently. Your feedback is valuable to us, and we aim to resolve any problems as quickly as possible.

How to Contact Us

If you have a complaint, please contact us using one of the methods below:

  • Email: complaints@bestbusinessenergy.co.uk
  • Write to Us: Best Business Energy Ltd, Granta Lodge, 71 Graham Road, Malvern, Worcestershire, United Kingdom, WR14 2JS
  • Call Us: 0800 054 8811

Our Complaints Procedure

  1. Acknowledgement
    Upon receiving your complaint, we will acknowledge it within 48 hours. We aim to resolve complaints as quickly as possible, but if it’s a more complex matter, we will keep you informed of the progress.
  2. Investigation
    Our team will thoroughly investigate the matter. We may need additional information from you, and if so, we will contact you directly. We aim to complete the investigation within 10 working days.
  3. Resolution
    Once the investigation is complete, we will contact you with the outcome. If we’ve made a mistake, we will take corrective action, including offering compensation if necessary. If you are satisfied with the resolution, we will consider the complaint closed.
  4. Escalation
    If you are not satisfied with our proposed resolution, you can escalate your complaint by contacting our senior management team via email at complaints@bestbusinessenergy.co.uk or writing to the address provided above. We will review your case and provide a further response within 10 working days.

Energy Ombudsman

If we are unable to resolve your complaint within eight weeks, or if you are dissatisfied with our final response, you may be eligible to refer your complaint to the Energy Ombudsman. The Ombudsman is a free, independent service that can investigate complaints about energy brokers.

  • Contact the Energy Ombudsman:
    Website: https://www.energyombudsman.org/
    Phone: 0330 440 1624
    Email: enquiry@energyombudsman.org

We take complaints seriously and always aim to improve our service. Your feedback helps us to do that.

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