• You have the right to getting in touch us, if you are unhappy with our services.
• We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as efficiently as possible.
• Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.

• If you’re unhappy with the service you’ve received from Our Energy Solutions, one of our employees or one of our Energy Platform Service Provider, let us know and we’ll look into it straight away.

• If your complaint is made by email or post, we will be in touch within 5 business days to confirm it’s been received and that we’re working on it.
• We’ll keep you updated on the progress of your complaint at least every two business days.
• We aim to resolve any complaint within 10 business days.

 - For a complete Complaints Handling Procedure, please request the Document from accounts@visualbusinessretail.com - 

If the problem isn’t resolved within seven working days, as we are signed up to the TPI Code of Practice, we will (with your consent) escalated the complaint to the Independent Code Manager. He’ll send an initial written response within 5 working days. He will let you know what will happen next and when he’ll be in touch regarding any next steps, actions or sanctions.

Unresolved Complaints after 8 weeks of deadlocked, you have the right to use the Ombudsman service, and it is free and impartial services, please contact: Energy Ombudsman.