There may be occasions when we have not been able to meet our usual high standards. If this happens, we’ll work with you to put things right as quickly as possible.

Should you feel that the situation hasn’t been resolved to your satisfaction, you can submit a complaint to us.

How do I make a complaint?

You can make a complaint by contacting our team via:

Phone

020 7870 4940 (Monday - Friday, 8am-5pm)

Email

complaints@brookgreensupply.com

Post

Write to our office at: 245 Hammersmith Road, London, W6 8PW

What happens next?

Our team will record your complaint upon receiving it and you will be sent an acknowledgement email, providing you with the relevant details for your complaint.

We will do our best to come back to you with a resolution within four weeks of the complaint being made. If the complaint is complex and a more detailed investigation is required, we will update you within four weeks and provide you with a final response within the full eight-week timeframe.

Not happy with the resolution of your complaint?

If you are not happy with how your complaint has been resolved once all resolution options have been explored and you have received a notice of deadlock from us, you may wish to escalate your concerns by contacting one of the following organisations.

Citizens Advice

Citizens Advice offers free, confidential and impartial advice on consumer rights, obligations and entitlements.

Contact:

Citizens Advice
Phone: 0808 223 1133 (Monday – Friday, 9am-5pm)
Website: https://www.citizensadvice.org.uk/

Citizens Advice Scotland
Phone: 0800 028 1456
Website: https://www.cas.org.uk/

Energy Ombudsman

Energy Ombudsman, approved by Ofgem, offers a free and impartial service to help resolve disputes between consumers and energy suppliers. This service is available to both small and microbusinesses (definitions below). Brook Green Supply is obligated to comply with any decisions made by Energy Ombudsman.

Contact

Phone: 0330 440 1624 (Monday – Friday, 8am-6pm)
Email: enquiry@energyombudsman.org
Post: Energy Ombudsman
P.O. Box 966
Warrington WA4 9DF
Website: https://www.energyombudsman.org/

Microbusinesses

A non-domestic customer is defined as a microbusiness if they:

Have fewer than 10 employees (or full time equivalent) AND turn over less than £2 million or have a balance sheet total of less than £2 million
OR
Use no more than 100,000 kWh of electricity per year
OR
Use no more than 293,000 kWh of gas per year

Small businesses

A non-domestic customer is defined as a small business if they:

Have fewer than 50 employees (or full time equivalent) AND turn over less than £6.5 million or have a balance sheet total of less than £5 million
OR
Use no more than 200,000 kWh of electricity per year
OR
Use no more than 500,000 kWh of gas per year

For further detail you can view or download our Complaints Policy here.