Complaints Brits Business Hub
Complaints Brits Business Hub
Brits Business Hub Ltd
Our Commitment
At Brits Business Hub Ltd, we are committed to delivering high standards of customer service at all times. We value customer feedback and take all complaints seriously.
We understand that occasionally things may go wrong and when this happens, we aim to resolve complaints fairly, promptly, transparently, and professionally.
Our complaints process is designed to ensure that:
- Customers are treated fairly and respectfully
- Complaints are handled consistently
- Appropriate remedial action is taken where necessary
- Lessons are learned to improve our services
Potential resolutions may include:
- An apology
- An explanation
- Corrective action
- Financial redress where appropriate
- Process improvements
What Is A Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, relating to the services provided by Brits Business Hub Ltd, including but not limited to:
- Sales process
- Contract arrangements
- Customer service
- Communication
- Billing disputes
- Supplier-related concerns
- Misunderstandings regarding verbal or written agreements
How To Make A Complaint
Customers may raise complaints using any of the following methods:
contact@britsbusinesshub.co.uk
Telephone
+44 121 517 0303
Website
Post
Brits Business Hub Ltd
70 Alcester Road,
Birmingham,
B13 8BB,
United Kingdom
Please provide:
- Your full name
- Business name
- Supply address/premises address
- Contact details
- Nature of complaint
- Relevant account or contract information
- Preferred method of communication
Complaints Process
Step 1 – Initial Resolution
If you believe any information submitted to a supplier on your behalf is inaccurate, or you are dissatisfied with any aspect of our service, please contact the advisor or representative who arranged your contract in the first instance.
This enables us to review the matter quickly with the individual most familiar with your account and communication history.
We will attempt to resolve your complaint informally and promptly wherever possible.
Step 2 – Escalated Complaint Review
If you remain dissatisfied, your complaint may be escalated to our management team by email or telephone.
All complaints will:
- Be formally logged
- Be assigned a reference number
- Be investigated impartially
- Receive regular progress updates
Complaint Acknowledgement
We aim to acknowledge all complaints within 5 working days.
Investigation Process
Our investigation may include reviewing:
- Telephone recordings
- Emails and written correspondence
- Internal notes
- Supplier communications
- Contracts and agreements
- Audit trails and CRM records
We may contact you for additional information where required.
Complaint Resolution
We aim to provide a final response within 8 weeks of receiving the complaint.
Our final response will include:
- A summary of the investigation
- Our findings and decision
- Any proposed resolution or remedial action
- Information regarding escalation rights
If your complaint is upheld, we will:
- Apologise for any mistakes made
- Explain what went wrong
- Take reasonable steps to resolve the issue
- Implement measures to prevent recurrence
If your complaint is not upheld, we will clearly explain the reasons for our decision and provide supporting evidence where appropriate.
Deadlock Letter
If we are unable to resolve your complaint to your satisfaction, we may issue a “Deadlock Letter.”
This confirms that:
- Our internal complaints procedure has been exhausted
- A mutually acceptable resolution has not been reached
- You may refer the matter to an independent dispute resolution service
Independent Dispute Resolution (ADR)
If your complaint remains unresolved after 8 weeks, or if you receive a Deadlock Letter, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) provider.
Ombudsman Services
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Postal Address:
Ombudsman Services: Energy
P.O. Box 966
Warrington
WA4 9DF
The Energy Ombudsman is an independent and free dispute resolution service.
Utilities Intermediary Association (UIA)
Utilities Intermediary Association (UIA)
Email: enquiries@u-i-a.org
Postal Address:
The UIA Board
PO Box 355
Tunbridge Wells
TN2 9ED
The Utilities Intermediary Association is an independent trade association for Third Party Intermediaries (TPIs) operating within the utilities sector.
Vulnerable Customers
Brits Business Hub Ltd is committed to supporting vulnerable customers fairly and appropriately.
Where a customer advises us of vulnerabilities, disabilities, language barriers, or additional support requirements, we will make reasonable adjustments wherever possible to ensure accessibility and fair treatment throughout the complaints process.
Confidentiality & Data Protection
All complaints will be handled confidentially and in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Complaint records and related correspondence will be securely retained for regulatory and audit purposes.
Complaint Monitoring & Continuous Improvement
We regularly review complaint trends and outcomes to:
- Improve customer service
- Enhance staff training
- Strengthen compliance procedures
- Prevent recurring issues
Senior management oversee complaint handling to ensure fairness, consistency, and regulatory compliance.
Useful Information
If you have any questions regarding our services or complaints process, please contact us:
Brits Business Hub Ltd
Website:
Brits Business Hub Ltd Website
Telephone:
+44 121 517 0303
Email:
contact@britsbusinesshub.co.uk
You may also raise concerns directly with the relevant supplier where appropriate.