Complaints Procedure

 

Buying 4 You Ltd aims to provide high quality services which meet your needs. If you are unhappy with the services we provided, we welcome the opportunity to resolve your concerns. We are committed to developing positive relationships and should there be any issue, we will treat you with respect and dignity, and aim to resolve your concerns, as quickly as possible, with a fair outcome for all involved.

Please submit all complaints in written format either via email or post.

Upon receipt of a complaint, Buying 4 You will acknowledge your concern within 2 business days with a complaint reference number which will be used in all correspondence.

We will contact you within the next 14 business days to update you with the progress of our investigation, to discuss further or conclude a resolution. If we require further information, we will request this as soon as the need is identified to reduce any unnecessary delay.

Buying 4 You maintains comprehensive records of all formal complaints in order to access information, retrieve details, and monitor the progress of the complaint to comply with our Complaints Procedure timeline.

Depending on the nature of the complaint, if we have not been able to reach a conclusion within these timescales, we will provide you with a detailed update of our actions and inform you of how we intend to proceed.

All complaints will be dealt with by a Buying 4 You Director so be assured that your concern is receiving our full attention.  The outcome or resolution they determine will be considered the final decision on behalf of Buying 4 You.

The final outcome/decision of a formal complaint may be, but is not limited to:

  • An apology
  • An explanation of what went wrong
  • An explanation of how our procedures have been improved
  • A practical action
  • A financial award

If you are not happy with the final decision/outcome of your complaint, an application to reconsider must be made in writing within 14 days of the date on the final outcome/ decision has been communicated. If no response is received, Buying 4 You will consider the client to be satisfied and the matter to be closed.

If between us (Buying for You and the customer who lodged the formal complaint), we cannot directly reach an agreement to resolve your complaint, or if the issue has been unresolved for longer than eight weeks, we will inform you of this in writing and you have the right to refer your complain to the Ombudsman Services: Energy Broker “Alternative Dispute Resolution Scheme” (ADR) who provide free and impartial support to resolve disputes between energy brokers and their customers.

The ways in which to contact the Ombudsman are as follows:

Once a final decision has been reached by the Ombudsman, you do not have to accept it, however if you do, Buying 4 You will comply to their final decision.

Our Complaints Procedure is available online on our website, and is also available by email or by post, which is free on request.

  • Visit online: www.buying4you.co.uk
  • Telephone: 0121 444 6973
  • Email: enquiries@buying4you.co.uk
  • Post: 33 Westhouse Grove, Kings Heath, Birmingham, B14 6PS.

If the problem you have encountered relates to the product or service you are receiving from a utility provider, and not Buying 4 You directly, we aim to work with you to resolve the issue.