Process
It’s always our aim to give our customers a great experience. But we understand that sometimes things go wrong and we work hard to make sure they’re put right as soon as possible.
If you’ve had a problem with your account or feel our service didn’t meet your expectations, please contact us
Step 1
Investigating your complaint:
Our specialist Customer Care team are available Monday to Friday, 9am – 5pm. They will work with you to resolve any issues.
t: 02085910306
e: admin@digitalsolutionsbd.co.uk
a: Digital Solutions BD Ltd, Suit 3, 1st Floor, Roding House
2 Cambridge Road
Barking Essex, IG11 8NL
Once you’ve made a complaint, we’ll acknowledge receipt of your complaint within five working days. If we need more information a member of the team will contact you either by telephone or email.
We’ll work with you to take the appropriate action and resolve your complaint. This may include providing an explanation, an apology or, in appropriate circumstances, awarding compensation.
Step 2
Not happy with our response?
If you’re not happy with the solution to your complaint, you can ask the Director of Service’s team to review the decision. A member of this team will respond to you within a further five working days.
t: 0208 5910 306
e: admin@digitalsolutionsbd.co.uk a: Digital Solutions BD Ltd, Suit 3, 1st Floor, Roding House
2 Cambridge Road
Barking Essex, IG11 8NL
Step 3
Independent review:
If you feel we haven’t resolved your complaint after steps one and two, you can also get additional support to help evaluate your complaint from the Ombudsman Services: Energy (ADS).
We’re a member of the ADS, an independent body that resolves disputes between energy suppliers and their customers. They might be able to help if you’re classed as a microbusiness*. It’s free to use their services, they don’t take sides, and make their decision based on the information available. We will be required to implement their final decision.
You can get in touch with the ADS if eight weeks have passed since you first made the complaint to us or you‘ve received a ‘full and final position’ letter from us (whichever is first). This letter may also be referred to as a deadlock letter and it outlines our final position in relation to your complaint.
You have 12 months from when you receive this letter to refer your complaint to the ADS.
ADS contact details:
t: 0330 440 1624 – Monday to Friday 8am – 8pm and Saturday 9am – 1pm
e: enquiry@ombudsman-services.org
w: ombudsman-services.org/energy
a: Ombudsman Services: The Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Please remember to include your Digital Solutions BD account number in all correspondence with the ADS. This number can be found on any of your invoices.
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