Making a Complaint
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You can contact the Energy Ombudsman where - British Gas

Making a ComplaintAt British Gas Business, we believe in personal service and old-fashionedcustomer service values.If there’s an issue with your account that we have not resolved to yoursatisfaction and you would like to make a complaint, please let us know sowe have the opportunity to put things right.

What you can expect from us• We always aim to respond promptly to your complaint• We will treat you with fairness and courtesy at all times• We will treat in confidence any personal or financial details you give us• We will clearly explain any action we intend to take to resolve yourcomplaint• The resolution of your complaint may include us taking one or more of thefollowing actions– Apologise and explain the findings to you– Take appropriate action to put things right ; and– Explain the next steps which may include compensation.• If we need more time to resolve your complaint we will keep you informedabout our progress• We always aim to deliver excellent customer service

Resolving your complaintWho to talk to?Complaints procedure – Step 1Please call us on 0800 294 0015. We will do all we can to resolve yourissue straight away. The vast majority of complaints are resolved at thisstage.If we can’t resolve your complaint immediately, we will give you aUnique reference number and will acknowledge your complaint within5 working days of recording it.We aim to give you a full and straightforward response to yourcomplaint within 20 working days. If we need more time to look intoyour complaint, we will contact you regularly, by telephone if possible,to keep you informed of our progress.

Resolving your complaintWho to talk to?Complaints procedure- Step 2If you remain dissatisfied, please contact our Director of Customer Service either by by writing to:By post:Rachel VincentDirector of Customer ServiceComplaintsBritish Gas BusinessSpinneyside,Penman WayGrove ParkLeicester LE19 1SZAlternatively if you need to discuss your complaint face to face then youmay wish to visit us at our Leicester office. Please call 0845 608 0227to arrange an appointment.At this stage, if we are unable to reach a solution you are happy with, wemay send you a letter advising of our final position.

Independent reviewThe Energy Ombudsman is a free and independent organisation that workstogether with energy suppliers and consumers to reach a satisfactoryresolution to their complaint.If you are not happy with the way we are dealing with your complaint theOmbudsman may be able to help you with your issue and make an impartialdecision on the action required.If we can’t reach an agreement with you, we will send you a final offer letterknown as a deadlock letter. You may be able to seek independent advice fromthe Energy Ombudsman.The Energy Ombudsman may require us to take one or more of thefollowing actions; take practical action that may benefit you, offer anapology or explanation, or make a financial reward.

Independent reviewYou can contact the Energy Ombudsman where:– Your annual consumption is equivalent to or less than 200,000 KWHGas per year or 55,000KWH Electricity per year OR– You have fewer than 10 employees OR– You have an annual turnover of less than €2 million euros.If you decide to contact the Ombudsman, you must do so within 6 monthsof receiving a deadlock letter from us.You can also contact the Ombudsman if you have not received adeadlock letter from us, but 8 weeks have passed since you firstcomplained. You must do this within nine months of making yourinitial complaint.

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