MAKING A COMPLAINT
At Brook Green Supply we pride ourselves on
excellent service

There will be occasions when we have not been able to meet our normal high standard. When this happens, we'll work with you to put things right as quickly as possible.
Should you feel the situation hasn't been resolved to your satisfaction you may submit a formal complaint as described in this policy.

How do I make a complaint?

Please contact our Business Support Team via one of the following:

By Phone

020 7870 4940 (Monday to Friday 8:30am to 5pm)

In writing to our offices at

80 Hammersmith Road, London, W14 8UD

Your complaint will be recorded immediately upon receipt, and we'll aim to respond by the end of the following working day, however If a more detailed investigation is necessary we'll write to confirm receipt of your complaint instead and aim to have a detailed response to you within 5 working days.

If your complaint has not been resolved within 5 business days from the date it was recorded, we will provide you with a summary on any progress and your case will be escalated to our Operations Director.

If you are not happy with how your complaint was resolved

Citizens Advice

Citizens advice offers free, confidential information and advice on consumer rights, obligations and entitlements. Citizens Advice is available to contact at any stage on 0344 411 1444 Monday to Friday, 9am to 5pm or by visiting www.citizensadvice.org.uk.

Ombudsman Services: Energy

Ombudsman Services Energy is an Ofgem approved electricity and gas regulator who handle disputes between consumers and energy suppliers. This is a free, independent service for domestic and microbusiness customers. Brook green Supply is bound by any rulings from the Ombudsman Services. We encourage our customers to refrain from engaging with the Ombudsman Services until all avenues for resolution have been exhausted and Brook Green Supply has issued a notice of deadlock. Ombudsman services are only available to energy customers under the category of microbusiness. Please refer to the definition below.

Ombudsman Services: Energy

PO Box 966
Warrington
London WA4 9DF
0330 440 1624
enquries@os-energy.co.uk
www.ombudsman-services.org/energy

Microbusinesses

A Microbusiness is classified by the following;

  • Fewer than 10 employees (or full time equivalent) and has an annual turnover or balance sheet no greater than €2 million
  • Uses no more than 100,000 kWh of electricity per year
  • Uses no more than 293,000 kWh of gas per year

If you are unsure of your consumption, a microbusiness will spend approximately £10,000 - £12,000 a year on either fuel type (excluding VAT and CCL)

Market Insights

For more information, please call us on 020 7870 4941