Complaints
Complaints Procedure
We're sure you'll be pleased with our service, but in the event that you are unhappy:We do everything we can to make sure you have an exceptional customer experience and to offer an outstanding level of expertise and care at every step on your journey. We know that things can occasionally go wrong from time to time and, while we do our best to make sure things go as smoothly as possible, if you want to make a complaint, we are committed to resolving issues as efficiently as possible.Here is all the information you need about how to make a complaint, including the ways to contact us and what steps are involved as we go about putting things right.
What went wrong?If, for any reason, you’re unhappy with the service you’ve received from Straight-Up Business Solutions (UK) Limited, one of our team or one of our suppliers, let us know and we’ll investigate it straightaway.
How long will it take to fix? If your complaint is sent to us by post, we will confirm receipt within 1 working day of receiving it to let you know that we’re working on it for you.
You will receive an update from us at least every two working days to keep you informed of what we’re doing to resolve your issue.
Our goal is to resolve all complaints within 7 working days .
If we haven’t resolved your issue within 7 working days, in accordance with the TPI Code of Practice, we will (with your consent) escalate your case to the
Independent Code Manager. An initial response will be sent by them within 5 working days informing you of what will happen next and when they will
contact you again about any further steps, actions or outcomes.
If we can do no more to assist you with your complaint and you are not satisfied with the outcome, you will receive a Deadlock Letter from us, which means you can escalate your complaint to the Energy Ombudsman provided your complaint is more than 8 weeks old.
If you receive a Deadlock Letter from us, if you wish to escalate your complaint to the
Energy Ombudsman, you must do so within 12 months.
If your complaint is about an energy supplier you may also contact the
Energy Ombudsman.
Contact Details for the Ombudsman can be found below.
Contacting us about your complaint:It would be great if you keep hold of any relevant information during the process (eg latest bills, statements or other documents relating to your complaint).We’ve made it really easy for you to get in touch with our customer care team. You can contact us by:• Phone – 0191 406 2880 (9.00am - 5.00pm Monday to Friday or leave a message out of hours).• Email - complaints@straight-up-solutions.com• Post - Complaints - Straight-Up Business Solutions (UK) Limited - 24 George Stephenson Way - North Shields - NE29 6XA
Contacting the Energy Ombudsman:Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DFPhone: 0330 440 1624Email: enquiry@ombudsman-services.org
If your complaint is sent to us by post, we will confirm receipt within 1 working day of receiving it to let you know that we’re working on it for you.
You will receive an update from us at least every two working days to keep you informed of what we’re doing to resolve your issue.
Our goal is to resolve all complaints within 7 working days .
If we haven’t resolved your issue within 7 working days, in accordance with the TPI Code of Practice, we will (with your consent) escalate your case to the
Independent Code Manager. An initial response will be sent by them within 5 working days informing you of what will happen next and when they will
contact you again about any further steps, actions or outcomes.
If we can do no more to assist you with your complaint and you are not satisfied with the outcome, you will receive a Deadlock Letter from us, which means you can escalate your complaint to the Energy Ombudsman provided your complaint is more than 8 weeks old.
If you receive a Deadlock Letter from us, if you wish to escalate your complaint to the
Energy Ombudsman, you must do so within 12 months.
If your complaint is about an energy supplier you may also contact the
Energy Ombudsman.
Contact Details for the Ombudsman can be found below.
info@straight-up-solutions.com
