How to raise a complaint

1. Complaints about The Best Energy Rates

A complaint about The Best Energy Rates Ltd is a complaint about our conduct, advice or service — for example:

• You believe we gave you incorrect or misleading information about an energy contract
• You are unhappy with the service you received from our team
• You believe we acted outside the authority you gave us in a Letter of Authority
• You have a concern about how we handled your personal information

If your complaint is about your energy supplier rather than about us, please see section 4 below.

2. How to raise a complaint with us

Please contact us by email or telephone using the details at the top of this page. To help us investigate your complaint promptly, please include:

• Your name and business name
• A contact telephone number or email address
• A clear description of your complaint and what happened
• The date or approximate period when the issue occurred
• Any relevant reference numbers, correspondence or documents
• What outcome you are seeking

You can also write to us at our registered address in Hampshire. Please mark your letter clearly as a complaint.

3. How we will handle your complaint

We will acknowledge your complaint and investigate it as quickly as possible. We aim to provide a substantive response within a reasonable time. If we need more information from you, we will contact you.

We will tell you the outcome of our investigation and, where we have made an error, what steps we will take to put things right.

4. Complaints about your energy supplier

If your complaint is about your energy supplier — for example, a billing dispute, an erroneous transfer, a metering issue or a contract dispute — this is a matter between you and the supplier.

Each supplier has its own formal complaints process. You should contact the supplier directly in the first instance. We have published guides to the complaints procedures for the suppliers we work with most frequently:

• E.ON Next complaints guide

If you hold a valid Letter of Authority with us, we may be able to assist you in raising or pursuing a complaint with your supplier. Please contact us to discuss what we can do to help.

5. The Energy Ombudsman

The Energy Ombudsman is an independent body that resolves disputes between energy consumers and suppliers. If a supplier has not resolved your complaint satisfactorily, you may be able to escalate it to the Energy Ombudsman.

The Energy Ombudsman also handles complaints about energy brokers. The Best Energy Rates Ltd is registered with the Broker ADR scheme (ID: C35THEB04). If you have raised a complaint with us and are not satisfied with our response, you may be able to refer your complaint to the Energy Ombudsman.

For information about the Energy Ombudsman's process and eligibility criteria, please visit energyombudsman.org.

6. How we can help with supplier issues

Where you have authorised us to act on your behalf, we can assist with a range of supplier issues, including:

• Querying a bill or requesting a billing review
• Raising a formal complaint with a supplier on your behalf
• Pursuing an erroneous transfer or change-of-tenancy issue
• Escalating unresolved disputes

Please contact us to discuss your situation. We will let you know what we can do to help and whether a Letter of Authority is required.