- If you’re unhappy with the service you’ve received from Our Energy Solutions, one of our employees or one of our Energy Platform Service Provider, let us know and we’ll look into it straight away.
How long before your complaint is resolved?
- If your complaint is made by email or post, we will be in touch within 5 business days to confirm it’s been received and that we’re working on it.
- We’ll keep you updated on the progress of your complaint at least every two business days.
- We aim to resolve any complaint within 10 business days.
– For a complete Complaints Handling Procedure, please request the Document from accounts@visualbusinessretail.com –
If the problem isn’t resolved within seven working days, as we are signed up to the TPI Code of Practice, we will (with your consent) escalated the complaint to the Independent Code Manager. He’ll send an initial written response within 5 working days. He will let you know what will happen next and when he’ll be in touch regarding any next steps, actions or sanctions.
Unresolved Complaints after 8 weeks of deadlocked, you have the right to use the Ombudsman service, and it is free and impartial services, please contact:
Energy Ombudsman.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org