Complaints Policy
UK Direct Business Solutions Limited is passionate about giving our customers an exceptional service. However, we understand that occasionally things can go wrong. Our complaints procedure is designed to help you make sure that all your queries are answered satisfactorily and will be treated with courtesy and respect. UK Direct Business Solutions Limited strives for high standards in service delivery and welcomes feedback from individuals, users of our services, stakeholders, and anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work. The objectives of UK Direct Business Solutions Limited complaints policy and procedure is to:
Ensure everyone knows how to make a complaint and how a complaint will be handled;        
Ensure that complaints are dealt with consistently, fairly, and sensitively within clear time frames;
Provide individuals with a fair and effective way to complain about our work;
Ensure that complaints are monitored to constantly improve our services. 

Our complaints procedure is designed to help you make sure that all your queries are answered satisfactorily. UK Direct Business Solutions Limited will listen carefully to complaints and treat complaints as confidential, where possible.

Here are the steps you can follow to resolve your complaint quickly and efficiently. 

HOW TO CONTACT US:

If you have a concern or are dissatisfied in any way our Client Relations Team will investigate your concerns. Our office opening hours are from 8:30am until 4:30pm, Monday until Friday.

The Team can be contacted: 

By telephone: 0191716 1304 
By email: complaints@dbsne.com
By post: Client Relations Team, UK Direct Business Solutions Limited, Franklin House, 2 Mandarin Road, Rainton Bridge, Houghton-le-Spring DH4 5RA

Complaints can be made and progressed through each stage of the process either by phone, in person, or in writing(including by email). To enable us to investigate and resolve your concerns please provide us with:

Your name:
Business name:
Business address:
Telephone number:
Email address:
Explanation of your concerns: 

Complaints Procedure
Upon receipt of your concerns, we will acknowledge your complaint within three working days and aim to resolve the matter within 10 working days.

Whilst we will make every effort to resolve your complaint as soon as possible, there are some circumstances in which this may take longer. If this is the case, we will keep you updated with the progress of your complaint and, where possible, an anticipated resolution date.

Depending upon the nature of your complaint, such a complaint might be resolved by, for example, UK Direct Business Solutions Limited offering an apology, making a good will gesture, or giving compensation.

If you are unsatisfied with our initial response your complaint can be escalated within UK Direct Business Solutions for further investigation or consideration.

If, after eight weeks, your complaint remains unresolved or you are not satisfied with our final response, we will write to you explaining why we have been unable to conclude your complaint and the options available to you. If you are a microbusiness* customer and you have received a deadlock letter from us, you also have the right to refer your complaint to the Energy Ombudsman [https://www.ombudsman-services.org/complain-now]. 

This service is impartial and is free for service users, agencies, and organisations to use.

Our complaints process must be completed in full prior to the Ombudsman being contacted.

The Energy Ombudsman is approved by Ofgem – the UK gas and electricity regulator – to independently handle energy disputes between consumers and energy suppliers.

For more information, visit their website: www.ombudsman-services.org
By telephone: 0330440 1624
Postal address: 3300 Daresbuy Park, Daresbury, Warrington WA4 4HA
Email: osaccountmanagers@ombudsman-services.org 

The Energy Broker Scheme is designed for microbusinesses only. If you are not a microbusiness, then any recourse will be with your supplier, provided that this avenue has not already been exhausted.

 *DEFINITION OF A MICROBUSINESS 

A microbusiness must meet one of the following criteria:
- has fewer than 10 full-time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year; or
- uses less than 293,000 kWh gas per annum; or
- uses less than 100,000 kWh of electricity per annum