Complaints
If something has gone wrong, tell us and we will put it right where we can.
How to complain
Email hello@focusassured.com [TBC - phone number], with your business name and what went wrong.
We will acknowledge your complaint within [TBC] working days and aim to resolve it within [TBC] weeks.
If we cannot resolve it
If your complaint is not resolved after eight weeks, or we send you a deadlock letter, micro and small businesses (fewer than 50 staff and turnover or a balance sheet of no more than £6.5 million) can take it to the Energy Ombudsman free of charge at energyombudsman.org. [TBC - confirm Focus Assured membership]
Citizens Advice gives free, independent advice to businesses at citizensadvice.org.uk/business.
Problems with your supplier
Complaints about billing, supply or the supplier's service go to the supplier first. We can help you raise them.