Purpose
Khan & Brown Commercial Services Ltd is committed to providing high standards of service to all customers. We recognise that from time to time, concerns or complaints may arise and we aim to resolve them quickly, fairly and transparently.
This procedure explains how customers can raise a complaint and how it will be handled.
What is a Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, relating to:
• The service provided by Khan & Brown Commercial Services Ltd
• Advice or recommendations made
• Contract arrangements with an energy supplier
• Sales conduct
• Billing queries relating to brokered contracts
How to Make a Complaint
Customers may submit complaints via:
Email: zig@khanandbrown.co.uk or ste@khanandbrown.co.uk
Telephone: Zig 07375 896 544 or Ste 07900 018 552
Post: Khan & Brown Commercial Services Ltd, 31 Hazel Grove, Bacup, OL13 9XT
To help us investigate, customers should provide:
• Business name
• Contract reference (if known)
• Description of the issue
• Desired resolution
Our Complaints Process
Stage 1 – Acknowledgement
We will acknowledge the complaint within 3 working days of receipt.
Stage 2 – Investigation
• A full review will be carried out by a senior manager not directly involved in the matter where possible.
• We may contact the customer for further information.
• We may liaise with the relevant energy supplier.
Stage 3 – Final Response
• We aim to issue a final written response within 10 working days.
• If more time is needed, we will explain why and provide a revised timeframe (maximum 8 weeks).
If We Cannot Resolve the Complaint
If the complaint relates to a microbusiness energy contract and remains unresolved after 8 weeks, or deadlock is reached sooner, the customer may refer the complaint to:
Dispute Resolution Ombudsman
The service is free for eligible customers.
Contact details:
Website: https://www.disputeresolutionombudsman.org
Email: info@disputeresolutionombudsman.org
Telephone: 0333 241 3209
Khan & Brown Commercial Services Ltd agrees to cooperate fully with the Ombudsman’s process and comply with its decisions where applicable.
Record Keeping
All complaints will be logged and retained for a minimum of 12 months for compliance and regulatory review purposes.