We have a Rich history of placing the customer at the heart of everything we do. Our commitment to helping UK SMEs save money on their business utilities has been the driving force behind our brand.
Whilst we always strive to provide our customers with first-class service, occasionally things don’t go to plan. We hold ourselves to the highest standards and we are committed to keeping our promises.
We have outlined our promises to you below:
1. Confidentiality
We will respect your privacy. Wherever we compare prices across our energy and business utility products’, you can be assured that we will only request the information we need to provide you with this service. We may ask for some technical information so we can provide an accurate comparison.
We will never sell or pass your information on to any third parties. We will only use your information to save you and your business money with our products and services.
2. Upholding Industry Standards
We are committed to leading the way when it comes to regulation in our markets. Whilst there may be a lack of official government regulation, we ensure that we are always honest, open and transparent.
3. No Junk From Us
Everyone gets frustrated when they’re bombarded with junk mail. Any emails we send you will always contain genuinely useful information about your business utilities. You will only receive emails from Love Energy Savings and we will never allow third parties to contact you.
If our emails are getting a bit too much, you can unsubscribe at any time. We are always eager to listen to any feedback you have.
4. We Work For You
Our experience suggests that customers want an honest, fast and hassle-free service to switch their business utilities. This is exactly our mission. Our advanced technology allows our customers to find competitive prices and switch their services online. But we do not stop there. As we work for our customers, we are just a phone call away should you like to talk to one of our award-winning customer service team members.
Our service simply allows you to search a panel of trusted suppliers across multiple services to provide you with all the information you need to make an informed decision based on your requirements.
We will never pressure you to switch suppliers and if we can find you a better deal with your current supplier without switching you, we will.
Should you wish to provide us with feedback or file a complaint
Call us on 02392 294155 or email info@mybillscompare.com
5. No Hidden Charges
Nobody likes a nasty surprise, so we’ll never attach any additional charges to any of our energy comparisons.
We are always happy to be completely transparent about our prices. It is free to complete comparison on our engine; you will never be charged for simply enquiring.
Upon your contract going live with your new supplier, we will either be paid an introduction fee or paid an amount, which is included within your price, over the life of your contract. The fee is contingent on your actual energy consumption over the lifetime of the contract.
6. Efficient, Fast and Reliable
We have made our utility comparison engines as quick and easy to use as possible. We only ask for the minimum information needed for a comparison to help speed up the process. Our experts are all given extensive training to efficiently guide the process of switching your services.
Our Customer Complaint Procedure
Stage 1
if something go wrong, or you are unhappy with the service you have received, please get in touch with your provider at the earliest opportunity so they can look to put things right as soon as possible.
Your provider's phone number and website will be on your bill. You can make a complaint by email, in writing or on the phone.
Stage 2
If it's a simple complaint, you might be able to resolve it with a phone call. However, if it can’t be easily resolved, you should make sure you log a formal complaint with them, rather than just talking to them about your problem.
Your provider will have their own complaints procedure, but you should start by explaining what the problem is and what you want them to do about it. They’ll be able to advise you on the next steps.
Supply evidence for your complaint.
We recommend that you write down the time and date of your calls, the names of the people you speak to and the details of what was said. You may need to refer to them if you escalate the case to Ombudsman Services. ( Ombudsman Services is free for consumers )
If it's a complex problem, then it's a good idea to send a follow-up email or letter, so that you have a record of all the communication. This means there's no room for confusion.
Your provider may ask for more information to help them understand and resolve the problem. They’ll be able to tell you exactly what they need to make sure they can process it as quickly as possible.
Allow your provider enough time to investigate.
Your provider has 6 to 8 weeks - depending on which one you use - to resolve your complaint. This is to give them enough time to assess the situation and the evidence to find an appropriate resolution.
During that time, they could contact you for more information. You can also contact them to see where your complaint is up to. In fact, we’d recommend you get in touch if you haven't heard anything after four weeks, just to check your complaint has been received or is being processed.
Your provider might reach a decision on your complaint at any time prior to the eight weeks. If they do, they'll send you a 'deadlock letter'. This normally contains a final offer and our details. At this point you’ll need to decide if you think their response is reasonable and will solve your problem. If it isn’t, you can contact Ombudsman Services.
Stage 3
Escalating the complaint to Ombudsman Services.
If you’ve received a deadlock letter, or if you’ve still not resolved the issue after eight weeks, you can bring your complaint to Ombudsman Services.
When you’re ready to start your complaint you’ll be asked to share details of your problem, evidence and some personal information, which Ombudsman Services
use to assess the situation. It's important to give Ombudsman Services as much information as possible, so Ombudsman Services don't have to keep coming back to you.
When it comes to the evidence Ombudsman Services ask you to provide things like: Dates you first noticed the issue and complained to the company. Any copies of correspondence or details of phone calls. Such as dates, times and names of the members of staff you spoke to. Any other evidence that demonstrates the issue.
When Ombudsman Services processed your complaint and will pass the details to your provider, the provider will acknowledge that it’s let a customer down and will make an offer of resolution. If you are happy to accept, it can lead to an early resolution.
You will receive a notification when the provider makes an offer.
Contact:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
There’ll be a full assessment of the situation.
If the complaint remains unresolved Ombudsman Services
carry out a full assessment of the case. We base our decisions on what is fair and reasonable, taking into account:
• Both sides of the story.
• Relevant regulation.
• The law.
• What is accepted as good industry practice.
Assessments can take a long time, and some complex matters can take longer than average cases. You can speed up the process by making sure you give Ombudsman Services all the details and evidence as soon as possible.
Contact:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
If you accept the resolution, the provider has to comply.
Your provider is bound to the resolution if you choose to accept it. We have a specialist team on hand that works alongside providers to get the remedy implemented.
If your supplier hasn’t complied within reasonable time and you’ve chased them on the matter, you are free to enforce the resolution in court as the decision was legally binding.
Copyright © MyBills Compare - All Rights Reserved.