We aim to provide a excellent service for all of our customers. However, we recognise that occasionally we may not achieve every aspect of that goal. Should that happen we have in place this complaint procedure to ensure your concerns are both addressed and resolved.
We set out below how our complaint procedure works and the steps we ask you to take if you wish to complain. We also set out your rights to complain to the Ombudsman should you not be satisfied with the outcome of our review of your complaint
We’ll give your complaint our full attention and keep you up to date with progress. It’s important to us that we resolve the issue for you as quickly as possible.
Contact us and let us know what has happened and what you want us to do to put it right. Our team is available via email, telephone, or post.
Email: info@ibaad.co
Telephone: 07413078339
Post: 3F, Old Dover Road, SE3 7BT
Customer relations available Mon-Fri, 9 AM - 5 PM.
We’ll work with you to resolve the matter as quickly as we can.
We will let you know what we have done to resolve your issue. If you're unhappy with the outcome or it takes more than 8 weeks, you can escalate the matter.
If we haven’t resolved your issue within 8 weeks, we will send an official eight-week letter. You will then have the option to escalate your complaint to an Ombudsman.
If you reject our final decision, we will issue a deadlock letter, confirming that you can take your case to an Ombudsman.
If you are a microbusiness, you are entitled to take your complaint to the Ombudsman if it has not been resolved within eight weeks of the complaint being made or after receiving a deadlock letter from us, whichever happens first. The Ombudsman is an independent body that resolves disputes between us and our microbusiness customers, and there is no charge for using their services.
If you accept the Energy Ombudsman’s decision, we must honour it. However, you are not obligated to accept the Ombudsman’s decision and may choose alternative actions, such as litigation, if preferred.
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624
Post: Energy Ombudsman, PO Box 966, Warrington,
WA4 9DF
Website:
www.ombudsman-services.org
If you need independent and practical advice you can also contact
the Citizens Advice Bureau. This service gives you free,
confidential and impartial advice.
Website:
www.citizensadvice.org.uk