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Rude staff: What to do

One factor that makes a good business energy supplier is the ability to handle complaints in a timely and professional manner to minimise impact on their customer’s business.

As a business energy customer, when you need to log a complaint and you’re greeted by a rude or uninterested member of staff, it can often exacerbate the situation, leaving you angrier, more frustrated, and often feeling helpless. However, it’s important to know that if you do encounter a rude member of staff, there are always avenues to explore in order to resolve the situation.

Below we take a look at what you should do when you encounter a rude member of staff when complaining to your business energy supplier.

The first thing you should do is make a note of their name, the time that the call was made, a reference number for the call (if available) and what it was about their behaviour that was inappropriate.

Once you have all of this information, you should write to your supplier’s customer services department, informing them of what happened, and providing all of the relevant information. You should expect a speedy response from your supplier, and in the response they should outline the course of action that they intend to take in order to resolve the issue, and they will typically reassure you that they value your custom.

Supplier Contact number Email Address
British gas business 0800 107 3457 customerservice@britishgas.co.uk

British Gas PO Box 227 ROTHERHAM S98 1PD

EDF 0800 096 2255 customer_correspondence@edfenergy.com

EDF Energy Osprey House Osprey Road EXETER EX2 7WN

E.ON 0333 202 4586 ombudsmancomplaints@eonenergy.com

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR

npower for business Electricity: 0845 166 3360 Gas: 0845 166 3320 business.queries@npower.com

npower Group Ltd PO Box 177 Houghton le Spring DH4 9AQ

Scottish Power Business 0800 040 7002 contactus@scottishpower.com

ScottishPower Customer Services, Cathcart Business Park, Spean Street, Glasgow, G44 4BE

SSE 0345 725 2526 cmt.commercial@sse.com

ScottishPower Customer Services, Cathcart Business Park, Spean Street, Glasgow, G44 4BE

Opus Energy 0843 227 2377 customercare@opusenergy.com

Royal Pavilion, 2 Summerhouse Road, NN3 6BJ

DONG Energy 0800 0568 101 customer_services@dongenergy.co.uk

DONG Energy 5 Howick Place London SW1P 1WG

CNG 01423 502 554 info@cngltd.co.uk

CNG Ltd, 2 Victoria Avenue, Harrogate, North Yorkshire, HG1 1EL

Corona Energy 0800 804 8589 mail@coronaenergy.co.uk

Edward Hyde Building 38 Clarendon Road Watford, WD17 1JW

Haven Power 01473 725 943 contactus@havenpower.com/td>

32 The Havens, Ransomes Europark, Ipswich, Suffolk IP3 9SJ

Dual Energy 01903 703 400 customer.services@dual-energy.co.uk

Dual Energy, Premium House, The Esplanade, Worthing BN11 2BJ

Gazprom 0845 230 0011 enquiries@gazprom-energy.com

Gazprom Energy, 27 Quay Street, Manchester, M3 3GY

Extra Energy 08451 400 251 customercare@extraenergy.com

54 Hagley Road, Edgbaston, Birmingham, B16 8PE

Crown Gas & Power 0161 762 7744 hello@crowngas.co.uk

Crown Gas & Power Bury New Road, Heap Bridge, Bury BL9 7HY, UK

If you do not receive a response from the customer services department, you can escalate the issue to the CEO 14-days after you sent the initial complaint letter to the customer services department. If you still receive no response within 14-days then you are free to escalate the issue to the energy ombudsman, who will independently investigate the situation.

Energy Ombudsman

Phone: 0330 440 1624

Email: enquiries@os-energy.org

Website: www.ombudsman-services.org/energy

Post: PO Box 966, Warrington, WA4 9DF

Please note: When escalating the issue to the Energy Ombudsman, make sure you also provide all of the information you recorded from the call, as well as any supporting evidence that you might have.

Following the Energy Ombudsman’s investigation, they will decide on a ruling that all parties are obliged to adhere to.

Remember, if you are not satisfied with the service that you’re receiving from your business energy supplier, then you should switch to a new supplier as soon as you’re able. When switching supplier, it’s important not to make price your deciding factor when choosing quote. You should also consider the level of service that each supplier offers, to ensure if anything goes wrong in the future, you can easily resolve the issue. If you are unhappy with your current supplier, why not contact one of our business savings experts who can help you not only find a new supplier, but also save your business money.

Businesses typically save £1,150* by switching to a better deal.

*£1,150 Figure based on 8,254 actual contracts arranged in 2016 when compared to prices or renewal quotes of existing suppliers.

 


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