Complaint

Stage 1 – Initial Review
We will acknowledge your complaint within 5 working days.

• Your complaint will be logged in our internal complaints register.
• A dedicated Complaints Handler will be assigned to manage your case.
• Our aim at this stage is to resolve the issue promptly and informally wherever possible.

Stage 2 – Investigation
If your complaint cannot be resolved during the initial stage:

• A management-level reviewer will carry out a full investigation.
• We may contact you for further details or clarification.
• We aim to provide an investigation outcome within 10 working days of acknowledging your complaint.
• If the issue is complex, we will keep you updated on our progress and revised timelines.

Stage 3 – Final Response
We will provide a formal Final Response Letter within 8 weeks of receiving your complaint, in line with Ofgem regulations.
This response will include:

• A summary of your complaint
• Findings from our investigation
• Proposed resolution or corrective actions
• Your right to escalate the matter to the Energy Ombudsman (if eligible)

5. Escalation to the Energy Ombudsman
If you are a microbusiness customer and We have not resolved your complaint within 8 weeks, or
You are dissatisfied with our Final Response, you may escalate your complaint to the Energy Ombudsman, free of charge.
Energy Ombudsman Contact Details:
Website: ombudsman-services.org/energy
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

The Ombudsman is independent and may require us to:

• Provide an explanation or apology
• Take corrective action
• Offer financial compensation (if appropriate)
  
  Their decision is binding on Saash Business Solutions Ltd but not on you.