Our Customer Complaint Report
This is our customer complaint report for 2018. Below you can find more information about our complaint handling procedure and also the rules set out by our industry regulator, Ofgem, about the way in which energy suppliers must deal with customer complaints.
Putting things right
We understand that, despite our best efforts to provide you with a high level of customer care, unfortunately, things can sometimes go wrong. If you have cause to complain about any aspect of our service our one of our products, we want to put things right for you as quickly as possible. We have put together a simple, step-by-step complaints handling procedure and you can view this here. Alternatively, if you’d like to request a hard copy of this procedure, or our complaint report, free of charge, please contact us.
Ofgem’s Complaint Handling Standards Regulations
The way energy suppliers including BES must handle complaints from customers is set out by the gas and electricity market regulator, Ofgem. These rules are called The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 and you can view an online copy here. We would be happy to provide you with a hard copy, free of charge, upon request from our Customer Services Team.