Complaints procedure
If something has gone wrong, we want to hear about it and put it right. Here's how the process works.
Stage 1 — let us know
Email us at compliance@britishenergycompliance.co.uk with the subject line "Complaint", or write to: Complaints Manager, Compliance House, 20-22 Wenlock Road, London, N1 7GU. Please include your reference number, the consultant you've been dealing with and a brief description of the issue.
Stage 2 — acknowledgement
We will acknowledge receipt within 5 working days and tell you who is investigating.
Stage 3 — investigation
We aim to resolve complaints within 4 weeks. For more complex matters we may take up to 8 weeks; we will keep you updated in writing.
Stage 4 — final response
We will issue a written final response by week 8 at the latest, setting out our findings, any action taken and any compensation offered. If you are content, the matter is closed.
Stage 5 — Alternative Dispute Resolution
If you are not satisfied with our final response, you have the right to refer the matter free of charge to an Alternative Dispute Resolution scheme. We are members of Ombudsman Services: Energy for energy-related complaints involving contracts arranged through us, and use the Centre for Effective Dispute Resolution (CEDR) for general consultancy complaints. Contact details are provided in our final response letter.
Timeline summary
- Working day 5: written acknowledgement
- Week 4: target resolution
- Week 8: final written response if not earlier resolved
- After week 8: ADR referral right