Reach Out to 360 Business Consulting for complaints

Here at 360 Business Consulting, we are passionate about giving our customers an exceptional service, however, we understand that occasionally things can go wrong.

At 360 Business Consulting, we are committed to delivering a professional and fair service to all our customers. In the event of something going wrong, we want to know so we can put matters right as quickly as possible. This procedure explains how you can raise concerns and complaints and how we
will handle them.

Step 1 – Discussing Your Query

If you believe that information we have provided to a supplier is incorrect, or you feel there is something within your contract that you did not agree to, please first contact the advisor who originally handled your account.Speaking directly with the person who is most familiar with your case helps resolves issues quickly, as they will have access to your account details and will have access to all your conversation history.

Our aim is to resolve your concern at this initial stage wherever possible.

Step 2 – Making a Formal Complaint

If you remain unsatisfied with the outcome after discussing the issue with your advisor, you may escalate your concern to our management team. To do this, please email customersupport@360businessconsulting.co.uk and include:

• Your full name
• Your business name
• The address of the premises related to the contract
• A clear description of your complaint
• A preferred contact number and the best time to reach you

You may also call us on +44-7830-949464 and request to speak with, or receive a call back from, a team member.

We will log your complaint on the day it is received and record every update made throughout the
process. A manager will contact you within 2 working days to acknowledge your complaint and gather
any further details.

Investigating Your Complaint

Once your complaint has been escalated, a manager will carry out a full review of the communication history between you and our staff. This may include emails, call recordings, letters, and any other relevant correspondence. We aim to provide an initial update within 5 working days, and we will continue to keep you informed as the investigation progresses.

Resolving Your Complaint

After reviewing all relevant information:

• If your complaint is upheld:
  • We will contact you both verbally and in writing to confirm our findings. We will apologise for any mistakes, explain what went wrong, and outline the steps we will take to prevent similar issues in the future. Where appropriate, we may offer compensation or a gesture of goodwill.
• If your complaint is not upheld:
  • We will clearly explain the reasons for our decision and provide supporting evidence from our investigation. This outcome will also be provided verbally and in writing.

Step 3 – Independent Review and Support

If we have been unable to reach an agreement within 8 weeks, or you receive a deadlock letter confirming that no further progress can be made, you may escalate the matter to an independent redress scheme.

Depending on the date your complaint was raised, you may be able to contact one of the following
organisations:

Energy Ombudsman

(For complaints raised between specific dates or where applicable to your organisation’s policy)
They offer a free, impartial Alternative Dispute Resolution service.

• Website: www.energyombudsman.org
• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org
• Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF