1. Introduction

BGL Utility Services Ltd is committed to providing high-quality utility account administration and business support services. If you are not satisfied with our services, we have a formal complaints procedure in place to ensure your concerns are addressed promptly and fairly.

2. Scope

This procedure applies to all customers, whether domestic or commercial, who wish to raise a complaint regarding our services, administration, communication, or any other aspect of our operations.

3. How to Submit a Complaint

Complaints can be submitted via the following methods:

• Email: contact@bglcapital.co.uk
• Phone: 07453 597 888
• Postal mail: BGL Utility Services Ltd, 234 Balden Road, Harborne, Quinton, Birmingham, B32 2ET, United Kingdom

Please include the following information:

• Your full name and contact details
• Details of the service or issue
• Any supporting documentation
• Desired outcome or resolution

4. Complaint Handling Process

• Upon receipt, we will acknowledge your complaint within 2 business days.
• Your complaint will be investigated by a designated team member.
• We will aim to provide a resolution or response within 10 business days.
• If more time is required, you will be informed of the expected timeline.

5. Escalation

If you are not satisfied with the resolution, you may escalate the complaint to senior management. Contact details for escalation are:

• Email: complaints@bglcapital.co.uk
• Phone: 07453 597 888

6. Confidentiality

All complaints will be treated with strict confidentiality. Information will only be shared with relevant staff members required to resolve the issue.

7. Record Keeping

We maintain records of all complaints, including details of the complaint, investigation, and resolution. This helps us improve our services and prevent similar issues in the future.

8. Contact

If you have any questions about this Complaints Procedure, please contact us:

BGL Utility Services Ltd

Registered Office: 234 Balden Road, Harborne, Quinton, Birmingham, B32 2ET, United Kingdom

Email: contact@bglcapital.co.uk

Phone: 07453 597 888