Complaints Policy

At Business Energy Refunds Limited, trading as My Energy Refunds, we are committed to providing top-tier service. However, we acknowledge that there may be instances where we don’t meet expectations. If such a situation arises, we appreciate your feedback to help us improve.

How do I make a complaint?

If you have any concerns or queries about our services, please reach out to the staff member assigned to your case or their supervisor. If you are not satisfied with their response or don’t feel comfortable addressing your concerns with them, contact our Complaints Department. Their contact details are: complaints@myenergyrefunds.co.uk.

When you lodge a complaint, please provide:
1. Your full name and contact information.
2. Details about what you believe went wrong.
3. The resolution you’re seeking.
4. Your file reference number, if available.

How will your complaint be addressed?

Upon receipt of your complaint, we will send you an acknowledgment within three working days and enclose a copy of this policy. We will then investigate your complaint, which may involve reviewing relevant documents and your complaint details, as well as discussing the matter with the person who worked with you.

We might need additional information or documents from you. If so, we will provide a deadline for you to submit these.

We will keep you updated on the progress of your complaint and may, if appropriate, invite you to a meeting to discuss it further. This can be conducted via telephone, video call, or in person.

At the end of our investigation, we will send you a letter detailing our findings and proposed resolution. We aim to do this within 21 days of acknowledging your complaint.

What to do if we cannot resolve your complaint

We have eight weeks to consider your complaint. If we are unable to resolve it within this time, you may be eligible to refer your complaint to the Legal Ombudsman. The Legal Ombudsman will consider your complaint independently, and their decision will not affect our handling of your case.

Contact details:

Website: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ