Complaints

Complaints Procedure

At Business Quote, we are committed to providing the highest standard of service. However, if something goes wrong, we want to hear about it so we can correct it and improve our services.

How to Make a Complaint

If you have a complaint, you can contact us in the following ways:

📧 Email: support@business-quote.co.uk
📞 Phone: 02392 162098
📨 Post: Evolution Engineers Global Ltd, Office One, 1 Coldbath Square, Farringdon, London, EC1R 5HL

What Happens Next?

  1. Acknowledgement
    • We will acknowledge your complaint within 5 working days of receiving it.
  2. Investigation
    • Your complaint will be thoroughly investigated by our complaints team.
  3. Response
    • We aim to provide a full response within 20 working days. If we need more time, we will keep you updated.

How we’ll deal with your complaint

We promise to deal with every complaint promptly and fairly.

Complaints won’t be dealt with by anyone who is involved in what you’re complaining about.

We have dedicated processes for identifying, managing, and resolving complaints.

Our complaints agents will investigate your complaint by gathering and reviewing evidence, for example, website data, call recordings, or emails.

We deal with complaints as quickly as possible, especially where the complaint is about financial loss that could increase with time.

If you’re not happy with your complaint agent or don’t agree with their findings, you can ask, and we’ll escalate your case to someone more senior.

If the evidence is inconclusive (for example, we don’t have all the relevant call recordings or emails) we’ll give you the benefit of the doubt.

We’ll try to identify vulnerable customers and give them specific treatment to ensure fair outcomes.

Independent Dispute Resolution

If you’re not satisfied with our response, you can refer your complaint to an independent body:

The Energy Ombudsman

The Ombudsman offers a free and impartial service to help resolve disputes.

We value your feedback and use it to improve our services. Thank you for helping us get better.