EnerBiz Ltd – Complaint Handling Procedure

If the service we provide does not meet your expectations, or if we make an error, we would like to be informed. We will investigate any issues and aim to rectify them promptly, where possible.

Step 1 – Tell Us About the Problem

Please provide as much information as possible to help us resolve the complaint, and let us know how you would like to be contacted in the future.

Email us: complaints@enerbiz.co.uk
Write to us: EnerBiz Ltd, 128 City Road, London, EC1V 2NX

Step 2 – Investigation

If we are unable to resolve the query straight away, we will acknowledge your complaint within 5 working days and aim to provide a full response within 7 working days. We take dissatisfaction very seriously. A resolution may include:
An apology
An explanation
Corrective action

Step 3 – Internal Review

If you are not satisfied with our initial response, you may request an internal review. We will carry this out within 3 working days and issue our final resolution. In some cases, we may not be able to provide the resolution requested if your contract is already live with a supplier, but we will always explain next steps clearly.

Step 4 – Independent Redress (DRO)

If we cannot reach agreement, or if your complaint has not been resolved within 8 weeks, you may escalate the matter to the Dispute Resolution Ombudsman (DRO), registration number E3438. This is a free and independent service.

Name: Dispute Resolution Ombudsman (DRO)
Website: www.disputeresolutionombudsman.org
Email: info@disputeresolutionombudsman.org
Phone: 0333 241 3209
Post: Dispute Resolution Ombudsman, Premier House, First Floor, 1‐5 Argyle Way, Stevenage, SG1 2AD

Independent Advice

For free, impartial advice at any stage, you can also contact Citizens Advice on their consumer helpline: 0808 223 1133.