Business Save Complaints Policy

If you’re reading this, you’re probably not happy. We’re sorry about that and want to help you get your issue sorted properly.

About Business Save

Business Save is a switching service for business energy in the UK.

We probably got in touch to see if we could help you sort your next business energy contract and keep your costs under control.

We take complaints seriously

Our aim is, of course, to provide an excellent service to all our customers.

Sometimes things do go wrong though. When that happens, we want to put it right for you. In fact, we want to go further and turn a bad situation into a chance to impress you.

Our Complaints Policy meets the highest regulatory standards, including the FCA’s “Treating Customers Fairly” and Ofgem’s “Standards of Conduct”.

But we don’t just take complaints seriously because of regulation. They are also an important source of customer feedback. Correcting the root causes of complaints helps us improve our service for all customers, and so is key to our business success.

All our employees know about our complaints policy and know how important it is to follow the procedures in it. If they don’t follow these procedures, they may be disciplined.

What can you complain about?

Business Save helps customers find and manage energy suppliers. So complaints can relate to our own service, or the service of the supplier we switched you away from or to.

You can complain because you are unhappy with the service you’ve received, or because you feel that you have lost time or money because of a mistake.

How to complain

How we’ll deal with your complaint

We promise to deal with every complaint promptly and fairly.

We have a dedicated team of complaints agents, who are independent from any other customer-facing team, and report to our Chief Customer Officer and Chief Commercial Officer.

Complaints won’t be dealt with by anyone who is involved in what you’re complaining about.

We have dedicated processes for identifying, managing, and resolving complaints.

Our complaints agents will investigate your complaint by gathering and reviewing evidence, for example website data, call recordings, or emails.

We deal with complaints as quickly as possible, especially where the complaint is about financial loss that could increase with time.

If you’re not happy with your complaint agent, or don’t agree with their findings, you can ask, and we’ll escalate your case to someone more senior.

If the evidence is inconclusive (for example, we don’t have all the relevant call recordings or emails) we’ll give you the benefit of the doubt.

We’ll try to identify vulnerable customers and give them specific treatment to ensure fair outcomes.

How we’ll keep you up to date on your complaint

We’ll email you within 48 hours to confirm we’ve logged your complaint. If we don’t have an email address where we can communicate with you about your complaint, we’ll call you within 48 hours to confirm we’ve logged your complaint.

We’ll email or call you every 5 working days to let you know about the status of your complaint and our investigation.

Our complaints agents will respond to your emails or calls within 48 hours.

When we’ve concluded our investigation, we’ll email or write to you with our findings and any offer of redress.

How we’ll record your complaint

We’ll keep full and up-to-date details of all complaints and related investigations, correspondence, and compensation in our Complaint Log and within the customer’s records on our systems.

We’ll keep these records for at least 7 years from the date of resolution of the complaint.

If your complaint is about another firm

If you complain to us, but we have reasonable grounds to believe that another party is partially or solely responsible, we’ll first record it in our Complaint Log, and then refer you to the other firm within 5 business days, supplying you with the relevant contact details.

If we can’t resolve your complaint

If you are unhappy with how we handle your complaint, or we can’t reach an agreement within 8 weeks, then you might want to refer your complaint to the Financial Ombudsman Service (FOS) or from the Energy Ombudsman.

You can do this you’re a ‘micro business’ - a business that employs fewer than 10 people and has annual turnover or a balance sheet less than €2 million.

You can also refer to the FOS if you’re a consumer; a charity with annual income of less than £6.5 million and trusts with a net asset value of less than £5 million; or a small business with annual turnover less than £6.5 million and a balance sheet total of less than £5 million, or that employs fewer than 50 people.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624

How we monitor complaints

Our Chief Customer Officer and Chief Commercial Officer review a report about complaints every month. This includes:

  • Numbers of complaints
  • Causes of complains
  • Timescales for resolving complaints
  • Upheld and not upheld complaints
  • Redress and ex-gratia payments
  • Ombudsman referrals and outcomes

How we stop complaints happening again

We don’t just look at complaints individually. We try to correct the ‘root causes’ by looking for any patterns or trends behind complaints and making changes to our processes that should stop those situations arising in the future.