BEC Consultants Ltd Complaints Process

• Via phone – 01163260462
• By post: BEC Consultants Ltd, West Point, Warrens Park, Feldspar Close, Enderby, Leicester, LE19 4SD
• By email: enquiries@bec-consultants.co.uk

If you’re getting in touch by post or email, please include your business name, a direct contact name and telephone number, and your business address so we can resolve your problem as quickly as possible. Please also indicate which communication channel suits you best for further correspondence in relation to this matter, such as email, phone, or postal address for your company. 

Here at BEC Consultants we take customer satisfaction very seriously, and therefore all forms of feedback are important to us so we can continue to do what our customers like and make changes where necessary to improve any process to ensure we continue to provide the best possible experience in relation to what can be a very complex industry. 

As a trusted UK energy Third Party Intermediary we have a very thorough and comprehensive complaints investigation process, so we will contact you within the next 72 business hours to discuss this in further detail to ensure we have a full understanding of the facts surrounding this matter. 

All complaints will be treated with courtesy and respect. A complaint may be resolved for example by apologising or making a goodwill gesture. 

We aim to respond to all complaints within 72 business hours of receipt, and resolution within 14 working days of receipt. If we are unable to provide resolution within 14 working days, we will keep you updated accordingly via your preferred method of contact.

If you want to speak to a Manager at any point, just ask, and if you don’t feel that your problem has been satisfactorily resolved we’re happy to put you in touch with a member of our Senior Management team to discuss the issue further. 

Should we be unable to resolve your complaint to your satisfaction after 8 weeks then you have the option to escalate your complaint to Ombudsman Services. This is a free and impartial service for customers to use under these circumstances should a customer choose after “deadlock” 8 week timeframe has elapsed – this will be signposted to you in the letter correspondence we will send to you using your their preferred communication method. You can choose to escalate to Ombudsman Services via post, phone or email – see below:

Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)