We are committed to giving good customer outcomes and treating all customers fairly. We work hard to deliver the highest level of customer service as standard and welcome your feedback as part of our commitment to continuous self-improvement. Please do not hesitate to let us know if, for any reason, you believe our level of service has not met your expectation and is not aligned to our promise.

A complaint may be made in writing or via email. Please provide as much detail as possible about the reasons for your complaint and please set out what you believe would be a fair and reasonable outcome.

This should be sent to the Managing Director of Saffron Business Solutions using one of the below contact details:

Post: 12 Market Walk, Saffron Walden, Essex, CB10 1JZ

Email: info@sb-solutions.co.uk

Phone: 03448 222 802

First Notification – 2 working days

On first notification, we will acknowledge your complaint in writing within two working days of receipt.

Early Resolution – 5 working days

For issues that are straightforward and easily resolved we will try where possible to resolve your complaint within five working days of first notification.

Further Investigation – 20 Working days

For issues that have not been resolved at the early resolution stage or that are more complex, we will carry out a full and thorough investigation of all the points raised. We will communicate to you the outcome of our investigation and any subsequent action we deem necessary within 20 working days of first notification.

No Resolution – Deadlock/8 Weeks

If a resolution has not either been agreed or made after 8 weeks, between ourselves, then you have the right to raise your dispute with Energy Ombudsman as the designated Alternative Dispute Resolution provider.

You will be directed to this service when your complaint has either:

a) reached a “deadlock” position, where we have been unable to agree a resolution and have reached the end of the complaint process; or

b) been unresolved for more than eight weeks.

You will be issued a letter to state the above is the case, which then can be used to contact the Ombudsman as detailed in the following section.

Independent External Review

If for any reason you are not satisfied with the outcome of our internal investigation, or a resolution has not been reached, then you may be eligible to request an independent external review by the Energy Ombudsman. This is a free to use service. You can find out more information about the Energy Ombudsman at:

www.energyombudsman.org

You can also contact them using the below details;

Email: enquiry@energyombudsman.org

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

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

Saffron Business Solutions are members of the Energy Ombudsman Alternative Dispute Resolution Service. Our membership number is: C35SMES01

We will always accept the outcome in full of the Energy Ombudsman’s Dispute Resolution Service and implement their proposed remedy as soon as is practically possible.

Your statutory rights will not be affected by making a formal complaint.