Make Your Complaints Here
We are committed to providing high-quality business support services including utility brokerage service and employment service. If a client, customer, supplier, or stakeholder is dissatisfied with any aspect of our service, we encourage them to raise their concerns so we can investigate and resolve the issue fairly and promptly.
This procedure applies to complaints relating to:
Customer Service
Sales Practices
Consultancy Services
Utility Brokerage Services
Billing or Contract Administration
Supplier Switching or Renewal Processes
Data Handling and Communication Issues
Make Complaints
Complaints can be submitted by Email, Telephone, Letter, Online contact form and In person (if applicable).
Acknowledgement
We will Acknowledge receipt of the complaint within 2 working days, Provide the name and contact details of the person handling the complaint and Explain the next steps in the process.
Investigation Process
The complaint handler will :
- Review all relevant information and records like call recordings, emails, contracts, Invoice and account notes.
- Analysis compliance with industry regulations and internal procedures.
- Speak with staff , representatives , third parties involved .
- Assess whether company policies or service standards were met.
- Contact with the utility supplier, stakeholder where required.
- Collect evidence from employees and employers regarding employment-related matters.
- Determine appropriate corrective action or resolution.
We aim to complete investigations within 10 working days. If more time is required, we will keep the complainant informed of progress and revised timescales.
Outcome
Once the investigation is complete, we will provide a written response outlining
- Findings of the investigation.
- Any actions taken.
- Proposed resolution.
- Steps to prevent recurrence where applicable.
Possible outcomes may include :
- Explanation or clarification.
- Apology.
- Service correction.
- Refund or credit (where appropriate).
- Internal process improvements.
Escalation
If the complainant is not satisfied with the outcome, they may request a review by a senior manager or director within 10 working days of receiving the decision.The escalation review will be completed within 10 working days where possible.
Confidentiality
All complaints will be handled confidentially and in accordance with applicable data protection laws.Information will only be shared with individuals directly involved in resolving the complaint.
Record Keeping & Monitoring
We maintain records of all complaints to:
- Investigations and corrective actions
- Monitor service quality
- Identify recurring issues
- Improve operational processes
- Support compliance obligations
- Deliver staff training and continuous improvement
Complaint records will be retained in accordance with our data retention policy.
Continuous Improvement
Complaints are reviewed regularly to Improve service quality, Identify training needs, Enhance customer satisfaction and Strengthen operational procedures.