Complaints

Complaints

The way the electricity industry handles complaints has changed.  These changes are a government initiative and are legally effective from 1 October 2008.  The objective is to improve the service you get from your supplier and to provide you with a redress scheme if you are not satisfied with the resolution of your complaint.  

As part of our commitment to customer service BizzEnergy joined the scheme on 1 September 2008 and below are details of how you, as a business customer, can raise a complaint.

Complaint procedure
Here at BizzEnergy we always want to give you the best possible service, but we know that from time to time things don’t go quite to plan. If you’re not happy with any aspect of our service, we want to hear from you so that we can put things right. We’ll handle any complaints we receive fairly and efficiently, and treat them as confidential.

How to make a complaint

Step 1
The first thing to do is call us straight away on 0844 472 4200. Our customer service team will try their best to solve the problem immediately. If you prefer, you can email us at customerservice@bizzenergy.com or write to:

BizzEnergy Customer Service
BizzEnergy House
Brook Court
Whittington Road
Worcester
WR5 2RX

If you’re not happy with our response, you can ask for a duty manager to call you back within eight hours.

Step 2

If we need to investigate more, we’ll pass your complaint over to a member of our exceptions team. They’ll look into your account, and keep in touch regularly while they work to resolve the problem.

Step 3

Sometimes a complaint can be complex and involve third parties, such as agents or other suppliers. We’ll do our best to bring things to a conclusion within 12 weeks, but will continue to investigate beyond this time if we need to.

Resolution

As soon as we have completed our investigations into your complaint, we’ll let you know.  At this point, we hope that we will have resolved the issue to both your and our satisfaction.

Deadlock

If we notify you that we’ve resolved your complaint, but you are not happy with the outcome, you must let us know.  We may look into your complaint in more detail or if we feel that we’ve investigated this to the full extent possible, our Exceptions Team may send you a deadlock letter.  This is an acknowledgement that we’ve completed our investigations and come to a final decision.

Step 4

If you’re not happy with our final decision and you’ve received a deadlock letter, or 12 weeks have passed since your original complaint, the Energy Ombudsman might be able to help you.  

You can contact them as long as your company is considered a micro business. This means that your company either:

• uses less than 55000 kWhs per year
• has fewer than ten employees – full time or equivalent, or
• has an annual turnover of less than €2m.

The Ombudsman may ask you to show that you meet at least one of these criteria.

More about the Energy Ombudsman

This is a free, independent service to help resolve customer disputes. The ombudsman can consider your complaint as long as we’ve had 12 weeks to look into it – if they feel that we haven’t had a full opportunity they may refer you back to us.

If the ombudsman accepts your case, they’ll carry out an independent review. To find out more, visit the Energy Ombudsman’s website at www.energy-ombudsman.org.uk.

We learn from complaints

We’re always working to improve our customer service, so we might ask you for feedback about how we handled your complaint. We’d really appreciate it if you could take the time to let us know your views, as these will help us make our customers’ experiences better.

EnergyWatch

EnergyWatch have now ceased taking on cases.