Complaints Procedure
Our complaints procedure
At Transparent Bills, providing a clear, honest and reliable service is important to us. However, we recognise that there may be occasions when something doesn't go as expected.
If you have a concern or are unhappy with any aspect of our service, please let us know. We will take your complaint seriously and work with you to reach a fair resolution as quickly as possible.
How to make a complaint
You can raise a complaint with us by email, telephone or post.
Telephone
07549 326874Post
Transparent BillsBatley Business Park
Technology Drive
Batley
WF17 6ER
Please provide as much information as possible about your concern, including your business name, contact details and any relevant account, contract or supplier information. This will help us investigate the matter efficiently.
A copy of this complaints procedure can also be provided free of charge by email or post.
Prefer to submit it online?
Use the complaints form at the bottom of this page and it goes straight to the team that handles complaints.
What can I complain about?
You can contact us about any aspect of the service you have received from Transparent Bills. This could include concerns relating to:
- The advice or information provided to you
- Your quotation or contract
- The way your account or supplier arrangement has been handled
- Delays or communication issues
- Billing or contract information
- An error or administrative issue
- The standard of customer service you have received
- The service provided during or after arranging a contract
If you're unsure whether your concern falls within our complaints procedure, please contact us and we'll be happy to discuss it with you.
Our process
What happens when you complain?
We aim to make our complaints process straightforward and transparent.
Acknowledgement
Once we receive your complaint, we will record it and confirm that it has been received. We aim to acknowledge complaints within 5 working days.
Investigation
We will review the circumstances surrounding your complaint and gather any information required to understand what has happened.
Depending on the nature of the complaint, this may include reviewing emails, contracts, account information, call recordings and communications with suppliers or other relevant parties.
Keeping you informed
We aim to resolve complaints as quickly as possible. Where a matter requires further investigation, we will keep you informed of our progress and let you know if we require any additional information from you.
Our response
Once our investigation is complete, we will explain our findings and the outcome of your complaint.
Where appropriate, we will also explain what action we intend to take to put things right. Depending on the circumstances, this could include correcting an error, providing further clarification, issuing an apology or considering appropriate redress.
Keeping you updated
We don't want you to be left wondering what is happening with your complaint.
Where a complaint cannot be resolved immediately, we will maintain reasonable communication with you throughout our investigation and provide updates where appropriate.
If there is likely to be a delay in reaching a resolution, we will explain the reason and advise you of the next steps.
You are also welcome to contact us at any stage if you have further information that may help us investigate your complaint.
Taking your complaint further
Our aim is always to resolve complaints directly with our customers wherever possible.
If we are unable to resolve your complaint within 8 weeks, or we have reached a final position and issued a deadlock response, you may be entitled to refer your complaint to the Energy Ombudsman.
The Energy Ombudsman provides an independent and impartial dispute resolution service. There is no charge to eligible customers for using the service.
Eligibility to use the Energy Ombudsman will depend on the nature of your complaint and whether you meet the applicable eligibility requirements.
Complaints involving another company
Sometimes a complaint may relate partly or entirely to another organisation, such as your electricity or gas supplier.
If we believe another company needs to deal with all or part of your complaint, we will explain this to you and, where appropriate, provide details of the organisation you need to contact.
Where the issue also concerns the service provided by Transparent Bills, we will continue to investigate the elements for which we are responsible.
Complaint records
We maintain records of complaints so that we can properly investigate concerns and monitor the quality of our service. These records may include:
- The date your complaint was received
- The nature of your complaint
- Relevant correspondence and communications
- Details of our investigation
- The outcome and resolution
- Details of any corrective action or redress provided
Complaint information will be handled securely and retained in accordance with our legal, regulatory and data protection obligations.
Learning from complaints
We see complaints as an opportunity to improve.
We periodically review the complaints we receive to identify recurring issues, trends or areas where our processes could be improved.
Where appropriate, we will make changes to our procedures, communications or customer service standards to help prevent similar issues from happening again.
Our commitment to you
Every complaint will be treated seriously, fairly and respectfully.
We will listen to your concerns, consider the information available and explain our findings in clear, straightforward language.
Our objective is not simply to close a complaint — it is to understand what has happened and, where something has gone wrong, take reasonable steps to put it right.
Submit a complaint
Tell us what went wrong
Fill in as much as you can. The more detail you give us — dates, references, who you spoke to — the faster we can investigate and respond.
If you would like to raise a complaint or discuss a concern, please contact:
Transparent Bills
Batley Business Park
Technology Drive
Batley
WF17 6ER
Email: harry@transparentbills.co.uk
Telephone: 07549 326874