Complaints Handling Procedure

What we treat as a complaint

A complaint is any expression of dissatisfaction about the service Save Energy Cost Ltd has provided. This may concern our advice, communications, energy comparisons, contract arrangements, fees, commission disclosures or the way we have handled an enquiry.

You do not need to use a special form, pay a fee or appoint a representative to complain.

How to raise a complaint

Contact our Complaints Team by email or post. If you are already speaking with a member of our team, you can also tell them that you wish to make a complaint.

What to include

• Your name, business name and preferred contact details.
• Your business address and any relevant quote or contract reference.
• A brief explanation of what happened.
• Copies of relevant correspondence or documents, where available.
• What you would like us to do to resolve the issue.

You can still complain if you do not have all this information.

What happens once you complain

1. Acknowledgement

   We aim to acknowledge your complaint within 24 hours of receiving it. We will confirm who is handling it and provide a complaint reference.

2. Recording your complaint

   We will record the date received, the issues raised and the outcome you are seeking. Your original receipt date remains the start of the complaint, including if it is later escalated internally.

3. Investigation

   We will review relevant correspondence, documents and information, and speak to the people involved. We may contact you for clarification. We will keep you informed of progress and explain any delays.

4. Our response

   We will explain our findings, the reasons for our decision and any action we propose. Where appropriate, this may include an apology, an explanation, corrective action or an appropriate remedy.

If you are still not satisfied

Please reply to the person handling your complaint or email complaints@saveenergycost.co.uk, quoting your complaint reference.

With your agreement, we will arrange a review by a senior member of the team who was not directly involved in the matter, where possible.

We aim to complete this review within 7 calendar days. If we need longer, we will explain why and provide an updated timescale.

Independent dispute resolution

Eligible small businesses and microbusinesses may be able to refer an unresolved energy broker complaint to the Energy Ombudsman, subject to its scheme membership and acceptance criteria. Its dispute resolution service is free for eligible complainants.

Where your complaint falls within the applicable scheme, you can seek independent review:

• After eight weeks from the date we first received your complaint, if it remains unresolved; or
• Earlier if we issue a deadlock letter, confirming that we cannot agree a resolution.

We will explain the applicable referral route in our deadlock or eight-week correspondence. You do not need to wait for an internal review to finish once the applicable referral conditions have been met.

Referrals following a deadlock letter must be made within 12 months of receiving that letter.

Energy Ombudsman contact details

The Energy Ombudsman considers complaints independently. You can ask it to confirm whether your business and complaint are eligible.

You do not have to accept its decision. If you accept a decision that is binding on us under the applicable scheme, we will implement the required remedies.

Complaints about your energy supplier

This procedure covers the service provided by Save Energy Cost Ltd as an energy broker.

If your complaint concerns your supplier’s billing, meter readings or energy supply, you should also contact the supplier through its complaints procedure. We can help identify the appropriate contact where possible.

If your complaint also concerns our own conduct, we will investigate that part through this procedure.

Additional support

Please tell us if you need help making your complaint, a different communication format or someone to communicate on your behalf.

We will discuss reasonable adjustments with you. Before sharing account or complaint information with a representative, we may need to confirm your authorisation.

Your information

We use the information you provide to investigate your complaint, communicate with you and maintain appropriate records. For further information, read our Privacy Policy.