Complaints Procedure

At Evergreen Business Solutions, we are committed to providing professional, transparent and high-quality services. We value every client relationship and strive to deliver excellent customer service at every stage of our engagement.

However, we recognise that things do not always go as planned. If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible so that we have the opportunity to investigate the matter, resolve any issues fairly and improve our services for the future. We believe that complaints should be treated as valuable feedback and handled promptly, respectfully and professionally.

1. What Is a Complaint?

 

A complaint is any expression of dissatisfaction relating to the services provided by Evergreen Business Solutions, including but not limited to:

• Business energy procurement

• Consultancy services

• Customer service

• Communication

• Administration

• Billing (where applicable)

• Data handling

• Professional conduct

We welcome complaints because they provide an opportunity for us to improve our services.

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2. How to Make a Complaint

 

You may contact us using any of the following methods:

Email: hello@evergreenbs.uk

Telephone: 0191 7163555

Whenever possible, we encourage complaints to be submitted in writing so that we can investigate them accurately.

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3. Information to Include

 

To help us investigate your complaint as quickly as possible, please include:

• Your name

• Business name

• Contact details

• Supply address (if applicable)

• A description of your complaint

• Dates of any relevant events

• Names of any staff members involved (if known)

• Copies of any supporting documents

Providing this information will help us resolve your complaint more efficiently.

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4. How We Handle Complaints

 

Every complaint is treated seriously. Once received, we will:

 

Step 1 - Acknowledge receipt of your complaint.

Step 2 - Review the information provided.

Step 3 - Investigate the circumstances surrounding the complaint.

Step 4 - Contact you if additional information is required.

Step 5 - Provide a written response explaining our findings and any proposed resolution.

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Where appropriate, we may also identify opportunities to improve our internal procedures to reduce the likelihood of similar issues occurring in the future.

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5. Response Times

 

We aim to deal with complaints promptly.

Our target response times are:

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Acknowledgement: Within 2 working days

Initial Investigation: Within 10 working days

Final Response: Normally within 20 working days

 

Where additional time is required due to the complexity of the complaint, we will keep you informed of our progress.

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6. Escalation

 

If you are dissatisfied with our initial response, you may request that your complaint be reviewed by a senior member of management. The review will consider:

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• all available evidence;

• relevant correspondence;

• applicable regulations;

• our Terms of Business;

• our internal procedures.

 

We will provide a further written response following the review.

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7. Alternative Dispute Resolution (ADR)

 

Evergreen Business Solutions is committed to resolving complaints directly wherever possible. If we are unable to reach a satisfactory resolution, eligible complaints may be referred to our Alternative Dispute Resolution (ADR) provider.

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Our current ADR provider is: Energy Ombudsman

(To be inserted following membership approval)

Website:
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Telephone:
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Please note that ADR providers may have their own eligibility criteria and procedures.

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8. Learning From Complaints

 

We believe that every complaint provides an opportunity to improve.

All complaints are reviewed periodically to identify:

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• recurring issues;

• opportunities to improve customer service;

• staff training requirements;

• process improvements;

• compliance enhancements.

 

Where appropriate, lessons learned from complaints are incorporated into our internal procedures.

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9. Our Commitment to Fairness

 

We will always seek to:

• treat every complaint fairly;

• investigate objectively;

• communicate openly;

• resolve issues promptly;

• learn from feedback.

Making a complaint will never affect your right to receive fair and professional service from Evergreen Business Solutions.

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10. Contact Details

 

Evergreen Business Solutions

Address: 20-22 Wenlock Road, London, N1 7GU

Email: hello@evergreenbs.uk
Telephone: 0191 7163555
Website: evergreenbs.uk
 

Energy Ombudsman

 

If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer your complaint to the Energy Ombudsman. You may normally do this if:

• we have issued a final response (sometimes called a deadlock letter); or

• eight weeks have passed since you first made your complaint and it remains unresolved.

 

The Energy Ombudsman is an independent and impartial Alternative Dispute Resolution (ADR) provider.

 

Its service is free for eligible customers.

 

Contact details

Energy Ombudsman

P.O. Box 966

Warrington

WA4 9DF

Telephone: 0330 440 1624

Email: enquiry@energyombudsman.org

Website: www.energyombudsman.org

Our Promise

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We understand that trust is earned. If we fall short of the standards you expect, we want to know about it. Your feedback helps us improve our services, strengthen our business and continue building long-term relationships based on professionalism, transparency and mutual respect. Thank you for giving us the opportunity to put things right whenever something doesn't meet your expectations.