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The Complaints Process

Complaints will be received from time to time and will deal with your complaint

in a fair and constructive manner as part of our professional Complaint handling process. This will

provide feedback and create an opportunity to learn and therefore assist our aim for better

standards of service to you, our clients. We regret the that you feel that you have had to complain

and will ensure that we are as helpful and friendly as possible during the complaints process.


Complaints should be sent by letter or email to:

PO Box 15113, Birmingham, B2 2NJ or by email to:, who will

acknowledge receipt and provide the contact details of the person responsible for resolving your

complaint. We will endeavour to resolve your complaint as soon as possible; however, we may need

to carry out investigations which may take longer. We will aim to resolve your complaint within 10

days, but should this take longer we will send you an update within this timescale.


Where the complaint, in whole or in part, concerns the contract between you and your Supplier, will advise the Supplier of your complaint within 24 hours. An

acknowledgement of this action will be sent to you.


We will record your complaint and all communication associated with it; we will also track the time

your complaint has been opened. The complaints handling process covers all communications

mediums with our customers, including email, phone, and any correspondence sent to and from our

address PO Box 15113, Birmingham, B2 2NJ


We may seek to resolve your complaint by making apology to you, making a gesture of goodwill or

by giving compensation.

If you are still not satisfied with the response you receive, you can contact the MD of by calling 0330 0417164, or write to us at Complaints, PO Box 15113,

Birmingham, B2 2NJ


If after 8 weeks you are still not satisfied with the outcome of your complaint, you can raise your

complaint to Ombudsman Services. Ombudsman Services is available for when a complaint has

been unresolved for more than 8 weeks or has reached deadlock. They can be contacted by calling

0330 440 1624 or by emailing You can also write to them at

Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF.


This is a free service, and you will not be charged for using this service. Ombudsman Services are

completely impartial. is responsible for making sure all their representatives are fully trained on

their complaints and escalation procedures. is a T/A product brand name of Cloud Solutions for Business Ltd T: 0330 0417164. E: Co. Registration No 07591872. Vat 110 9532 46

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