Complaints Policy

How to make a complaint

How BBA handles your complaint

• ✓We will aim to deal with all complaints as soon as possible.
• ✓We will try to resolve any issue at the time of your first contact, where reasonably practical.
• ✓We will acknowledge your complaint and aim to respond in writing within 10 working days.
• ✓If we need more time to investigate the complaint in detail, we will let you know and provide regular updates on progress.
• ✓A copy of our full Complaints Handling Procedure is available on request from Customer Services.

What if you are not happy with the outcome?

If you remain dissatisfied with our response, you may escalate your complaint to the Utilities Intermediaries Association (UIA), a trade association to which BBA has committed to follow its Code of Practice.

Eligible microbusinesses and qualifying small businesses may be able to use the free independent dispute resolution scheme operated by the Energy Ombudsman, subject to the scheme’s rules. Not every business or complaint qualifies. You must first raise your complaint with BBA Energy; eligible unresolved complaints can be referred after eight weeks or receipt of a deadlock letter.

Check the Energy Ombudsman’s current eligibility guidance for energy broker disputes for the qualifying business-size or energy-consumption criteria and the scheme’s rules.