Complaints Procedure

Retail Business Solutions is always committed to ensuring customers are treated in a fair, honest, transparent, and professional way. This is something we expect from every employee and also from the companies we work with.

We realise that, at times, unfortunately occasionally things may go wrong, and if they do, we have a structured complaints procedure in place so, we can have an opportunity to put things right quickly Your feedback will also help us improve what we do as we are growing.

If you have any concerns with the service you received from Retail Business Solutions, please contact us. We will endeavour to work with you and/or your supplier and investigate this for you as priority and ensure that you have an outcome asap.

Step one

In the first instance, please get in touch with us by Telephone: 0345 193 0404 or email us at: complaints@rbsolutionsuk.com. If you are emailing or while you are logging the complaint, please ensure you are providing as much details as possible in relation to your complaint, including the outcome you are seeking. Please let us know your preferred method of future contact and provide us with your contact details. Once the complaint has been made, we create a reference number in the complaint records and with the details and inform that to you to make sure you can get an updates instantly once any queries raised from you.

Step two

A member of our complaints team will then review your case, as well as any available evidence. We aim to response to you within 72 hours but sometimes it may take up to 10 working days to get a proposed resolution to your complaint. Please note that we may need to liaise with energy suppliers and independent brokerages to address your concerns, so more complex complaints may take longer to investigate.

Step three

Our complaints team will generally be able to resolve your complaint; however, if you are unhappy with the proposed resolution, you can then escalate your case to our Compliance Manager by emailing or replying to complaints@rbsolutionsuk.com and including FAO Compliance Manager in the subject field.

Step four

The Ombudsman

Although we aim to agree a mutually acceptable resolution with you before we reach this stage, you may get additional support to help evaluate your complaint from the Broker Ombudsman. This body is fully approved by OFGEM.

The Broker Ombudsman is there to help if you are a microbusiness customer. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available.

You may take your complaint to the Broker Ombudsman if it is not resolved within 8 weeks since you first raised it with us or you have received a ‘deadlock’ letter from us (whichever is first).

The Ombudsman Scheme is free and impartial. If you agree with their decision, we will be required to implement their final decision. This may mean we have to apologise, explain what has gone wrong, correct the problem, making a good will gesture or give you a financial award/compensation. You do not have to accept their decision.

The contact details for Ombudsman Services (Energy) are,

Web: www.ombudsman-services.org

Contacts: 0330 440 1624,

enquiry@ombudsman-services.org

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

If you wish to make a complaint or check on the progress of a complaint made to us, please contact:

Retail Business Solutions Limited

The Complaints Manager

60 Park Road, Wellingborough, NN8 4QE

complaints@rbsolutionsuk.com.

Our complaint process is available in full via email or free post on request.