At Fresh Business Utilities, we are committed to providing excellent service. However, we understand that issues may arise. If you have a complaint, we aim to resolve it fairly, promptly, and efficiently.

How to Make a Complaint

If you are dissatisfied with our service, you can raise a complaint through the following channels:

Phone: 0191 303 4229

Email: complaints@freshbu.co.uk

Please provide your name, contact details, details of your complaint, and any relevant supporting documents.

Complaint Handling Process

We will acknowledge receipt of your complaint within two working days.

Investigation

Your complaint will be assigned to a complaints handler who will review the issue thoroughly.

We may contact you for further information or clarification.

We aim to resolve complaints within 10 working days.

If we require more time, we will update you with a revised timeframe.

Once we have reached a decision, we will provide a final response explaining our findings and any actions taken.

Escalation Process

If you are unsatisfied with our final response, you can escalate your complaint to:

Ombudsman Services: Energy

Website: https://www.ombudsman-services.org
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

Address: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

They provide a free, independent dispute resolution service. You can escalate your complaint if; you are not satisfied with our final response or we have not resolved your complaint within eight weeks.

Continuous Improvement

We review complaints regularly to improve our services and prevent similar issues from occurring.

For further assistance, please contact our customer service team at 0191 303 4229.