Here at Bio Energy Savings Limited, we are passionate about giving our customers exceptional service.

​

Stage 1

A complaint is any expression of dissatisfaction with the service received by Bio Energy Savings. A complaint may be made in writing, by email, by telephone, or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see.

Telephone – 02039494179

Email – complaint@bioenergysavings.co.uk

 

Stage 2

We will send you a written or email acknowledgment of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have the authority to settle the complaint.

 

Stage 3

Within two weeks of receiving a complaint we will send you either: 1. a final response that adequately addresses the complaint; or 2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you. 3. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

 

Stage 4

If you remain dissatisfied with the complaint initially provided, you can escalate your concerns to a Complaint Handler who will assess your complaint and provide you with their resolution which is the final stage of the complaint’s process.

 

Stage 5

If you are unhappy with our final response, you may be able to seek help from Ombudsman Services. Ombudsman Services is impartial, free to use, and can be used if a complaint is over 8 weeks old or reaches deadlock. Their contact details: Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF Phone: 0330 440 1624 Email: enquiry@ombudsman-services.org We are not responsible for the content on their website.

​

40 Bowling Green Lane, Finsbury Business Centre EC1R 0NE business@bioenergysavings.co.uk www.bioenergysavings.co.uk