Complaints

At One Stop Business Energy, our goal is to provide the highest level of service to all our customers. However, we understand that there may be times when our service does not meet your expectations. We take complaints very seriously, and this procedure outlines how we handle them, following the best practices from regulatory bodies like Ofgem and the Energy Ombudsman.

1. How to Make a Complaint
If you are dissatisfied with any aspect of our service, you can make a complaint through the following methods:

  • Email: complaints@osbenergy.co.uk
  • Phone: 02045399039
  • Post: One Stop Business Energy, 36 High Street, Halstead, Essex, CO9 2AP
  • You can request a copy of this complaints procedure at no charge via email or post.

2. What Can You Complain About?
You can lodge a complaint about any aspect of our service, such as:

  • Dissatisfaction with how we handled your energy switching or consultancy.
  • Issues with communication or time delays.
  • Errors that may have caused you to lose time or money.
  • Poor customer service from One Stop Business Energy or a supplier we assisted you in choosing.

3. How We Handle Your Complaint
We are committed to handling every complaint promptly, fairly, and with respect. Our process includes:

  1. Acknowledgement: We will acknowledge receipt of your complaint within 5 business days, confirming that it has been logged.
  2. Investigation: A dedicated complaints handler, independent of the team involved in the issue, will thoroughly investigate the complaint. They may review call recordings, email communications, or other relevant data.
  3. Response Timeline: We aim to resolve your complaint within 10 business days. If it requires further investigation, we will keep you informed of the progress and provide a revised timeline.
  4. Resolution: Upon completion of the investigation, we will contact you with our findings and any appropriate resolution. This may include an apology, compensation, or a goodwill gesture.

4. Ongoing Communication
We will keep you updated throughout the investigation process:

  • We will confirm receipt of your complaint within 24 hours by email, or within 48 hours by phone if email is not available.
  • You will receive updates on the status of your complaint every 5 business days.
  • All queries related to the complaint will be responded to within 48 hours.

5. Escalating Your Complaint
If we are unable to resolve your complaint within 8 weeks, or you are dissatisfied with the resolution, you have the right to escalate your complaint to the Energy Ombudsman. Their service is impartial and free to use. You can contact them through:

  • Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
  • Phone: 0330 440 1624
  • Email: enquiry@energyombudsman.org

You can escalate your complaint if you are a ‘micro business’ (a business with fewer than 10 employees and an annual turnover or balance sheet of less than €2 million).

6. Keeping Records
We maintain detailed and up-to-date records of all complaints, including:

  • The date the complaint was received.
  • Communications with the complainant.
  • Details of the investigation and any compensation or redress offered.
  • These records will be stored securely for at least 7 years from the resolution date.

7. If Another Firm Is Involved
If we believe another firm, such as an energy supplier, is responsible for part or all of your complaint, we will:

  • Record the complaint in our Complaint Log.
  • Refer you to the appropriate firm within 5 business days, providing their contact details.

8. Monitoring and Improving Our Services
We take complaints seriously as a valuable source of feedback to help us improve. Our senior management team reviews complaints data, including:

  • The number and type of complaints.
  • Timescales for resolution.
  • Whether complaints are upheld or not.
  • Any compensation or goodwill gestures provided.

We work to identify patterns in complaints and address the root causes, continuously improving our services to prevent future issues.

9. Commitment to Fair Treatment
At One Stop Business Energy, we treat all clients fairly, with courtesy and respect, regardless of the nature of the complaint. If there is insufficient evidence, we will give you the benefit of the doubt and work towards a fair outcome.

We are here to help and look forward to resolving your concerns as quickly and effectively as possible.

This complaints procedure is available on our website, and you can request a free copy via email or post.