Business Services Specialist London Ltd
Business Services Specialist London Ltd is committed to providing a professional, transparent and high-quality service to our business customers.
We recognise that occasionally things may go wrong. If you are dissatisfied with any aspect of the energy brokerage or energy-related account management service we have provided, we want to hear from you so that we have the opportunity to investigate the matter and put things right.
Making a complaint will not affect the way we deal with you and there is no charge for using our complaints procedure.
1. What is a complaint?
A complaint is any expression of dissatisfaction about the service provided by Business Services Specialist London Ltd where a response or resolution is expected.
This may include concerns relating to:
- The sale or attempted sale of a business gas or electricity contract;
- Information or advice provided about an energy contract;
- The processing or submission of an energy contract;
- The way the terms, prices or conditions of an energy contract were explained;
- Broker commissions, fees or charges;
- The conduct of a member of our staff or a representative acting on our behalf;
- Energy account management services provided by us;
- Communications or customer service;
- Delays, errors or failures in the service we have provided; or
- Any concern that an energy contract may have been mis-sold.
Where your complaint concerns something that is solely the responsibility of your energy supplier rather than Business Services Specialist London Ltd, we will explain this to you and, where appropriate, provide details of the relevant supplier so that you can raise the matter directly with them.
2. How to make a complaint
You can make a complaint to us by email, telephone or in writing.
When contacting us, please provide as much of the following information as possible:
- Your name and business name;
- Your business address;
- Your telephone number and email address;
- The relevant energy supply address;
- Your energy supplier, where applicable;
- Any relevant account, quotation or contract reference;
- A clear description of your complaint;
- The outcome you would like us to consider; and
- Copies of any documents or other information that may help us investigate.
You do not need to use any particular form or wording to make a complaint.
If you require reasonable assistance in making your complaint, please tell us and we will try to accommodate your needs.
3. What happens when we receive your complaint?
We will record your complaint and investigate it fairly and impartially.
We will consider the information you provide together with relevant records available to us. These may include quotations, contracts, correspondence, telephone records or recordings where available, supplier information and records relating to the service provided.
We may contact you if we require further information.
Our aim is to resolve complaints as quickly as reasonably possible.
Where we can resolve the matter immediately, we will do so. Where further investigation is required, we will keep you appropriately informed of our progress.
4. Resolving your complaint
Following our investigation, we will explain our findings and, where appropriate, propose a resolution. Depending on the circumstances, this may include:
- An explanation of what happened;
- An apology;
- Correcting an error;
- Taking appropriate action with an energy supplier;
- Providing information or documentation;
- Taking steps to prevent the problem happening again; or
- Where appropriate, considering financial redress.
Any remedy will depend upon the individual circumstances of the complaint.
5. If you are unhappy with our response
If you are dissatisfied with our initial response, please tell us why.
Your complaint will be reviewed again where appropriate, including consideration of any additional information you provide.
We will make reasonable efforts to reach a mutually acceptable resolution.
6. Deadlock
If we have completed our investigation but cannot reach an agreement with you, we may issue a Deadlock Letter.
The Deadlock Letter will explain our final position and that we have been unable to resolve your complaint to your satisfaction.
Where your complaint is eligible for independent Alternative Dispute Resolution, the letter will also explain your right to refer your complaint to the Energy Ombudsman.
You do not need to wait until eight weeks have passed if we have already issued a Deadlock Letter.
7. Independent Alternative Dispute Resolution – Energy Ombudsman
Business Services Specialist London Ltd is applying to participate in the Energy Ombudsman Energy Broker Alternative Dispute Resolution scheme.
Following our admission to the scheme, eligible customers will be able to refer unresolved complaints concerning our energy brokerage services to the Energy Ombudsman.
The Energy Ombudsman provides an independent and impartial dispute-resolution service. Using the Energy Ombudsman is free of charge to eligible customers.
Once Business Services Specialist London Ltd has been admitted to the scheme, an eligible complaint may be referred to the Energy Ombudsman where:
- We have issued a Deadlock Letter; or
- Eight weeks have passed since the complaint was first raised with us and it remains unresolved.
The Energy Ombudsman is independent of Business Services Specialist London Ltd.
Once we have been admitted to the scheme, Business Services Specialist London Ltd will cooperate fully with the Energy Ombudsman in relation to complaints falling within its jurisdiction and comply with remedies that are binding upon us under the scheme’s Terms of Reference.
8. Complaints concerning your energy supplier
Business Services Specialist London Ltd acts as an energy broker/intermediary and is not your licensed gas or electricity supplier.
There may therefore be circumstances where your complaint concerns the actions of your energy supplier rather than the brokerage service provided by us.
Examples may include supplier billing, meter issues, payments, supply interruptions or other matters arising from the supplier’s administration of your energy account.
Where we reasonably determine that a complaint is primarily a supplier matter, we will explain this to you and, where appropriate, provide or help you identify the supplier’s complaints procedure.
This does not prevent us from investigating any separate complaint concerning the service provided by Business Services Specialist London Ltd.
9. Complaint records
We maintain appropriate records of complaints received and how they have been handled. Our complaint records may include:
- The date the complaint was received;
- Customer and business details;
- The nature of the complaint;
- Relevant communications and evidence;
- Actions taken to investigate the complaint;
- Any resolution offered;
- The date the complaint was resolved;
- Whether a Deadlock Letter was issued; and
- Whether the complaint was subsequently referred to the Energy Ombudsman.
These records help us monitor our service, identify recurring issues and improve our procedures.
Complaint information will be handled in accordance with applicable data protection legislation and our Privacy Policy.
10. Our commitment
Business Services Specialist London Ltd aims to:
- Treat complainants fairly and professionally;
- Make it straightforward to raise a complaint;
- Investigate complaints objectively;
- Communicate clearly;
- Seek to resolve complaints promptly;
- Keep appropriate complaint records;
- Learn from complaints and improve our services;
- Cooperate with the Energy Ombudsman following our admission to the scheme; and
- Implement remedies that are binding upon us under the Energy Ombudsman scheme.
11. Availability of this procedure
This Complaints Handling Procedure is available free of charge.
It is available on our website and a copy can also be provided by email or post on request. To request a copy, please contact:
Last reviewed: August 2026
