BES Complaints Procedure
We work hard to ensure you receive a five star service at all times, however if you do have a complaint about any aspect of our service, find out below how we will work with you to put things right.
We aim to resolve any problems in a fair and straightforward way and we have put together the following Complaints Procedure to outline what you can expect if you raise a complaint with us. This procedure is designed to ensure complaints are handled in the most efficient way and to help us deliver consistency in the service we provide.
How to contact us
You can choose to contact us in a variety of ways, but we believe the easiest and fastest way to resolve your complaint is by phone.
Face to face: If you would prefer to speak to us face to face at our offices, please contact us by phone or in writing in advance to arrange this. For security reasons, we cannot accommodate customer visits without prior agreement.
Our office hours are between 8.30 am and 5.30 pm, Monday to Friday, excluding public bank holidays. You can email or write to us at any time.
What are the possible outcomes from a complaint?
If, after reviewing your complaint, we identify that a mistake has been made, we will try to work with you to put things right. You can expect anyone, or a combination, of the following:
- An apology.
- A clear explanation of the circumstances surrounding your complaint.
- Details of any remedial action taken to resolve the problem.
- A goodwill payment in appropriate circumstances.
If you are not happy with our initial response
Our aim is to agree on a mutually acceptable resolution with you when you first contact us. If you remain unhappy and wish to progress your complaint further, please follow the steps outlined below. We will progress your complaint through our escalation procedure in the unlikely event we are unable to resolve matters straight away.
Step 1 – What to expect:
If we are unable to resolve your complaint straight away, we will provide you with a unique complaint reference number. Your case will be assigned a named complaint handler who will aim to resolve your complaint and provide a full update to you within 10 working days (some more complex issues may take longer to resolve and we will update you regularly until a resolution can be reached).
Step 2 – What to expect:
If you remain unhappy with the resolution offered in step one, our Escalated Complaints Team will review your case and aim to contact you to resolve the matter, normally by phone (please specify if you wish to communicate via another method).
Complaints reaching this stage are generally resolved within 10 working days, but some more complex issues may take longer and we will update you on the progress of your case.
To ensure consistency and fairness for all our customers, please note that your complaint will only be escalated once you have followed the previous steps outlined in this procedure.
Step 3 – What to expect:
The vast majority of our complaints are resolved satisfactorily; however, if for any reason you’re still unhappy with our decision, or you have any suggestions about how we could improve our service, you can write to our Head of Customer Excellence via the postal address shown above.
At this final stage, we will aim to reach a satisfactory solution within a further 10 working days. If we are unable to do so, we will send you a “deadlock letter” explaining our final position and your right to seek independent advice should you wish.
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Visit adviceguide.org.uk or call the Citizens Advice consumer helpline on 0345 404 0506.
- employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
- uses no more than 100,000 kWh of electricity per year; or
- uses no more than 293,000 kWh of gas per year.