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CHOICE BRIDGE ENERGY

COMPLAINTS POLICY

Choice Bridge Group Ltd trading as Choice Bridge Energy

1. Introduction

Choice Bridge Energy aims to provide a professional and reliable service to all our customers. However, we recognise that sometimes things may go wrong.

If you are unhappy with any aspect of our service, please let us know so that we can investigate your concerns and work towards resolving the matter fairly and promptly.

2. How to Complain

You can make a complaint to Choice Bridge Energy using any of the following methods:

Telephone: 0303 330 1547
Email: complaints@choicebridgeenergy.co.uk

Post:

Complaints
Choice Bridge Group Ltd trading as Choice Bridge Energy
71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

Website: www.choicebridgeenergy.co.uk

When making a complaint, please provide as much relevant information as possible, including:

  • your name and business name;
  • your contact details;
  • a description of your complaint;
  • relevant dates;
  • details of any energy Supplier or Supply Contract involved; and
  • any relevant documents or correspondence.

This will help us investigate your complaint efficiently.

3. About Choice Bridge Energy

Choice Bridge Group Ltd, trading as Choice Bridge Energy, provides business energy brokerage services to non-domestic customers.
We assist customers in obtaining and comparing available business energy quotations and, where instructed by the Customer, help arrange energy supply contracts with third-party energy Suppliers.
Choice Bridge Energy acts as an energy broker and intermediary and is not an energy Supplier.

4. What Can You Complain About?

You can complain about any aspect of the service you have received from Choice Bridge Energy, including where you are dissatisfied with:

our brokerage service;

information provided by us;

the way your enquiry or energy contract was handled;

communications with us;

delays attributable to us;

customer service; or

any mistake which you believe has caused you financial loss, inconvenience or unnecessary delay.

Your complaint may also relate to an energy Supplier or another organisation involved in a contract arranged through Choice Bridge Energy.

Where a complaint relates wholly or partly to the actions or services of another organisation, we will explain this to you and, where appropriate, provide you with the relevant contact information or refer the matter to the appropriate organisation.

5. How We'll Deal With Your Complaint

We will deal with every complaint fairly, objectively and as promptly as reasonably practicable.

Where reasonably practicable, your complaint will be reviewed by a person who was not directly involved in the matter giving rise to the complaint.

We will investigate your complaint by gathering and reviewing relevant evidence. Depending on the nature of your complaint, this may include:

  • emails and other correspondence;
  • telephone call recordings, where available;
  • quotations and contract information;
  • website or enquiry information;
  • customer records;
  • communications with Suppliers or other relevant parties; and
  • any information or evidence provided by you.

We may contact you during our investigation if we require additional information.

Where a complaint involves potential financial loss that may increase over time, we will take reasonable steps to investigate the matter as promptly as possible.

If you disagree with the outcome of our investigation, you may ask us to review the complaint again or escalate it internally where appropriate.

Where evidence is incomplete or inconclusive, we will consider all available information fairly when reaching our decision.

We will take reasonable steps to identify customers who may be in vulnerable circumstances and will make appropriate adjustments where necessary to help ensure that their complaint is handled fairly.

6. How We'll Keep You Up to Date on Your Complaint

We will aim to email you within 24 hours to confirm that your complaint has been logged.
If we do not have an email address where we can communicate with you, we will aim to contact you by telephone within 48 hours to confirm that your complaint has been logged.
While your complaint remains under investigation, we will aim to provide you with an update at least every 5 Working Days, where appropriate.
We will aim to respond to emails or telephone communications relating to an existing complaint within 48 hours.
Once our investigation has been completed, we will email or write to you with our findings and explain the outcome of your complaint, including any appropriate remedial action or redress.
If additional time is required to investigate your complaint, we will explain the reason for the delay and keep you informed of the progress of our investigation.

7. How We'll Record Your Complaint

We will maintain full and up-to-date records of complaints received and the steps taken to investigate and resolve them.

Our complaint records may include:

  • details of the complaint;
  • relevant correspondence;
  • evidence reviewed;
  • investigation notes;
  • communications with relevant third parties;
  • the outcome of the complaint;
  • any remedial action taken; and
  • any compensation or other redress, where applicable.

Complaint records will be maintained securely and retained for at least 7 years from the date the complaint is resolved, subject to applicable legal and data protection requirements.

Personal information relating to complaints will be handled in accordance with our Privacy Policy and applicable data protection legislation.

8. We Take Complaints Seriously

Choice Bridge Energy aims to handle complaints fairly and use them as an opportunity to identify and correct problems with our Services.

Complaints provide important information about the experience of our customers. We therefore review complaints to identify recurring issues, weaknesses in our processes and areas where improvements may be required.

Anyone responsible for handling complaints on behalf of Choice Bridge Energy will be expected to follow our complaints procedures and treat customers fairly.

9. If Your Complaint Is About Another Firm

If we have reasonable grounds to believe that another organisation, such as an energy Supplier, principal broker or another intermediary, is wholly or partly responsible for the matter you are complaining about, we will record the complaint and review the information available to us.

Where appropriate, we will provide you with the relevant organisation's contact details or refer the relevant part of your complaint to that organisation.

We will aim to do this within 5 Working Days of identifying that another organisation is responsible for dealing with the relevant matter.

Where only part of the complaint relates to another organisation, we will continue to deal with the elements of the complaint that relate to Choice Bridge Energy.

10. If We Can't Resolve Your Complaint

If you are unhappy with how we handle your complaint, you may be able to refer your complaint to the Energy Ombudsman if:
- 8 weeks have passed since you first raised your complaint with us and it has not been resolved; or
- you have received a Deadlock Letter from us confirming that we have been unable to reach an agreed resolution.

The Energy Ombudsman can consider complaints from eligible Micro Business Consumers and Small Business Consumers, in accordance with the eligibility criteria applicable to the Energy Ombudsman scheme.

The Energy Ombudsman is impartial and free for eligible customers to use.
You can contact the Energy Ombudsman via the following channels:

Post:
Ombudsman Services: Energy
P.O. Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org

11. How We Monitor Complaints

Choice Bridge Energy will periodically review complaints and complaint outcomes.
Our review may include:

  • the number of complaints received;
  • the causes of complaints;
  • the time taken to resolve complaints;
  • complaints upheld or not upheld;
  • any compensation or other redress provided;
  • complaints referred to the Energy Ombudsman and their outcomes; and
  • recurring issues or trends.

Complaint information may be used to improve our internal procedures and the Services provided to customers.

12. How We Stop Complaints Happening Again

We do not consider complaints only as individual cases.
Where appropriate, we will review the underlying causes of complaints and look for patterns or recurring issues.
Where a problem with our processes or Services is identified, we will take reasonable steps to correct it and reduce the likelihood of similar complaints occurring in the future.

13. Contact Details

Choice Bridge Group Ltd
Trading as Choice Bridge Energy
Registered Office:
71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Telephone: 0303 330 1547
Complaints Email: complaints@choicebridgeenergy.co.uk
Website: www.choicebridgeenergy.co.uk

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