STEP 1: We want to try and resolve your complaints as soon as possible, so we urge you to call our customer service team on 01416286469

Complaints can be made and managed over the phone or by email or letter:

• Email us at info@savecommercialenergy.co.uk
• Call us on 01416286469
• Write to: Customer Service Manager, 104 Straithmartin Road, Dundee, DD3 7SF

Please include this information with your complaint:

• Business name and address
• Contact name & number
• Details of the problem and any suggestion of how you would like us to put it right

STEP 2: Handling Your Complaint:

• Upon receiving a complaint, we will acknowledge your matter via email or in writing within 2 business working days.
• Your complaint will be logged, and we will aim to resolve the problem within 7 business days. We’ll give you a reference number and contact you as soon as we’ve sorted out your issue.
• If we haven’t resolved your complaint within 7 business days, we’ll contact you to explain why and what the next stage is. We will keep in touch on the latest developments.
• In the unlikely event your complaint has not been resolved in 8 weeks, we will write to you with your options. In these cases, we will regularly update you on the progress and likely timeframe for resolution.

STEP 3: We will advise you in writing of the outcome of your complaint, which could include an apology, a gesture of goodwill, or compensation.

Your Options

• Upon receiving customer concerns, we formally acknowledge customer concerns.
• Customers are requested to give 5 Working Days to Save Commercial Energy during which our complaint handling unit would evaluate the evidence and our formal take on it will be sent to the customer along with all the related evidence for their own assessment.
• If the customer persists that they don’t agree with the deal based on valid grounds then:
• Save Commercial Energy goes through the Aggregator/Supplier Compliance Code issued. Our legal team then advises us if our deal stands compliant and what should be our take — either to request supplier/aggregator to release the contract,
• Or register final response to customer as a “Deadlock Letter” while keeping aggregator/supplier looped in to take care of for further action (if necessary).
• The Deadlock Letter will also contain profile & contact information of “Ombudsman”, which is approved by Ofgem – UK Energy Regulator, to independently investigate or handle disputes between energy suppliers and microbusiness consumers.
• Ombudsman Service is consumer centric, entirely free of cost, easy to approach independent body which will resolve all the disputes with impartiality. They make sure their investigation and decision are not biased at any point and consumer rights are not compromised under any circumstances.