If something goes wrong, tell us.

Business Savings (UK) is committed to providing a professional service to every business we work with. If any part of our service falls short, we want to know so that we can correct it and improve how we work.

Every complaint is treated seriously, recorded, and handled by someone able to resolve it. You will not be passed between departments.

You can raise a complaint in whichever way suits you:

• By telephone: 07590 011559
• By email: enquiries@bsukenergy.co.uk
• In writing: addressed to the Complaints Manager, Double M Promotions Limited, trading as Business Savings (UK).

To help us investigate quickly, please include your business name, the site or supply concerned, a contact number, and a short description of what has happened.

1. Acknowledgement. We aim to acknowledge your complaint within five working days of receiving it and confirm who is handling it.
2. Investigation. We review the file, the correspondence and any recordings or documents relevant to the issue, and contact the supplier where the matter involves them.
3. Response. We aim to provide a full written response within 28 days. If an investigation needs longer — for example where we are waiting on a supplier — we will tell you why and keep you updated.
4. Resolution. Our response will explain our findings, what we are doing about it, and what to do if you remain unhappy.

If you are unhappy with our final response, you can ask for the matter to be reviewed by a senior member of our team. Please tell us what part of the outcome you disagree with and why.

Depending on the nature of the complaint and the size of your business, an unresolved dispute may be eligible for referral to an independent dispute-resolution service. Where your complaint qualifies, we will tell you in our final response which service applies, how to contact them and any time limits that apply. Microbusinesses in particular may have additional rights in relation to energy supply matters.

Where the complaint concerns your energy supply, billing or metering rather than our service, the complaint may need to be raised with your supplier in the first instance. We will help you do that and will stay involved on your behalf.

Suppliers operate their own regulated complaints procedures. If the issue sits with the supplier, we will identify the correct route, submit the complaint with you and chase it through — you do not have to manage that alone. General guidance for businesses on energy contracts and complaints is available from Ofgem’s energy advice for businesses.

Business Savings (UK) is an energy intermediary — a broker and consultancy. We are not an energy supplier and we do not generate, distribute or supply energy. Your supply contract is between your business and the supplier you choose.