Customer Complaints
Policy & Procedure

Brislow
Behind Better Business

Business energy and utilities brokerage

1. Purpose

Brislow aims to provide a clear, professional and helpful service. We know that sometimes things do not go as planned. If a customer is unhappy with our service, we want them to feel comfortable raising it with us.

We will listen, look into what happened and, where we are able to, put things right. We also use complaints and feedback to improve the way we work.

2. Scope

This procedure applies to complaints about services provided by Brislow Ltd in its role as a business energy and utilities broker/intermediary. It covers matters such as our service, information or quotations, communication, administration, contract support and the handling of customer enquiries or requests.

Brislow is not the energy or water supplier. Where a complaint is about a supplier’s billing, supply, tariff, meter, payment or another matter that is controlled by the supplier, we will explain this and, where appropriate, help the customer contact the relevant supplier.

3. Our approach

We will deal with complaints fairly, respectfully and without unnecessary delay.

We will take the complaint seriously and listen to the customer’s concerns.

We will review the information available and ask for further information where it is needed.

We will explain what we have found and what we can do to resolve the matter.

We will keep appropriate records and use feedback to improve our service.

4. How to make a complaint

If you are unhappy with any part of Brislow’s service, please contact us as soon as possible.

Complaints can be made by email at complain@brislow.co.uk or by post to Brislow Ltd, Northdown House, 2 Stanley Road, Carshalton, Surrey, SM5 4LF.

Please include your name, business name, contact details, a description of what happened, relevant dates, any supporting documents and, where possible, what you would like us to do to resolve the matter.

5. Stage 1 – Internal review

We will acknowledge your complaint and review the information provided. We may contact you if we need further details or documents.

We aim to acknowledge complaints within five working days.

We aim to provide a substantive response and, where possible, a resolution within 28 working days.

If a complaint is complex or involves a supplier or another third party and we need more time, we will explain the reason and keep you updated on progress and the expected timescale.

Our response will explain the outcome of our review and any action we propose to take. Where appropriate, the complaint may be reviewed by someone who was not directly involved in the original matter.

6. Information we may need from you

To investigate a complaint properly, we may ask for relevant information such as quotations, contracts, bills, emails, letters, call details or other records. We may also need to confirm your identity or that you are authorised to act for the business concerned.

7. Escalation to the Dispute Resolution Ombudsman

Brislow Ltd is a member of the Dispute Resolution Ombudsman (DRO) alternative dispute resolution scheme, membership reference E3639.

If we cannot resolve an eligible complaint, the customer may be able to refer the matter to the Dispute Resolution Ombudsman in accordance with the scheme rules. This provides an independent route for eligible disputes after Brislow has had the opportunity to resolve the complaint.

8. DRO contact details

Dispute Resolution Ombudsman (DRO) – Brislow membership reference E3639

Telephone: 0333 241 3209

Email: info@disputeresolutionombudsman.org

Website: www.disputeresolutionombudsman.org

Opening hours: Monday to Friday, 9.00am to 5.00pm

9. Complaints involving an energy or water supplier

Brislow acts as a broker/intermediary. The supply contract is between the customer and the relevant supplier.

If the complaint concerns a supplier’s billing, supply, tariff, meter, payment or another supplier-controlled matter, the customer may need to complain directly to the supplier as well as telling Brislow if our service is also involved.

Where Brislow has made an error, failed to provide agreed support or otherwise contributed to the issue, we will consider that part of the complaint under this procedure.

10. Data protection and marketing complaints

If your complaint is about the way Brislow has used your personal data or contacted you for marketing purposes, please contact complain@brislow.co.uk. We will investigate the matter under this procedure and, where appropriate, refer it to the person responsible for data protection compliance.

Brislow Ltd is registered with the Information Commissioner’s Office (ICO), reference ZC251091. If you remain dissatisfied after raising a data-protection concern with us, you may also contact the ICO.

11. Confidentiality and personal data

We will handle complaint information carefully and only share it where necessary to investigate or resolve the complaint, to meet legal or regulatory requirements, or where otherwise permitted by law.

Personal data will be handled in line with the Brislow Privacy Policy.

12. Record keeping and improvement

We will keep appropriate records of complaints, including the nature of the complaint, correspondence, evidence, actions taken and the outcome.

We will use complaint information to identify recurring issues, improve our processes and support staff training where appropriate.

13. Policy review

This policy will be reviewed regularly and whenever there is a material change to Brislow’s services, regulatory requirements, ADR arrangements or complaints process.