Complaints Procedure.

CEB Consultants is a trading name of Compare Energy Bills Ltd

We are committed to delivering excellent customer service and maintaining strong relationships with our clients. We take all complaints seriously and have implemented this procedure to ensure they are handled efficiently, fairly, and in compliance with Ombudsman Services guidelines.

How to Make a Complaint

We aim to resolve your complaint as quickly as possible. If you have an issue with our service, please contact our Customer Service Team at 01902 742619, and we will work to resolve the matter promptly.

If your complaint is not resolved via telephone or you wish to submit a formal complaint, you may do so through the following channels:

  • By Telephone: Call our Complaints Department at 01902 742691 (Option 4)

  • By Email: Send your complaint to complaints@cebltd.com

  • By Post: Write to the Complaints Team, Compare Energy Bills Ltd, South Staffordshire Business Hub, Wolverhampton Road, Codsall, Wolverhampton, WV8 1PX.

If you prefer, you may appoint an authorised representative to act on your behalf. Please notify us in advance, either verbally or in writing, so we can communicate with them appropriately.

Our Commitments

We will:

  • Treat you with courtesy and respect throughout the process.

  • Ensure complaints are handled fairly, impartially, and efficiently.

  • Provide accessible complaint handling, including for customers with special needs or disabilities.

  • Keep you updated on the progress of your complaint, including estimated resolution timeframes.

  • Regularly review our complaints procedure to enhance customer service.

Complaint Handling Process

  • We will acknowledge your complaint within two working days, either by phone or in writing.

  • Urgent complaints, such as those involving financial hardship, will be prioritised, and we will aim to resolve them within two working days.

  • If further investigation is required, we will provide updates on our progress and expected resolution timeframe.

  • We aim to resolve complaints within 15 working days. If additional time is required, we will inform you of the reason and expected timeframe.

  • If we cannot resolve the issue within eight weeks, or if we reach a point where we cannot make further progress, we will issue a Deadlock Letter. This letter will confirm that we have done everything possible to resolve your complaint and that you now have the option to escalate it to the relevant Ombudsman service.

  • No charges will be applied for processing complaints.

  • We will issue a formal response in writing once the investigation is complete.

Escalating a Complaint

If you are dissatisfied with our response, you may request an escalation to senior management. Contact Kate Jones, Office Manager, using the details below:

  • By Phone: 01902 742691

  • By Email: kate@cebltd.com

  • By Post: Address as stated above

We will prioritise your request based on senior management availability.

Possible Complaint Outcomes

If your complaint is upheld, we may offer:

  • A formal apology

  • Financial compensation (where applicable)

  • A gesture of goodwill

Ombudsman Services & External Escalation

If we are unable to resolve your complaint within eight weeks, or you remain dissatisfied with our final response, you may escalate your complaint to the relevant independent Ombudsman service, free of charge.

Energy Complaints (Gas & Electricity)

Ombudsman Services: Energy

  • Post: P.O. Box 966, Warrington, WA4 9DF

  • Phone: 0330 440 1624

  • Email: enquiry@ombudsman-services.org

  • Website: www.ombudsman-services.org

Telecoms Complaints (Mobiles & Communications)

Ofcom

Insurance Complaints

Financial Ombudsman Service

Record Keeping & Continuous Improvement

We maintain records of all complaints, including dates and details, to help us improve our service and prevent recurring issues. Your feedback is invaluable in shaping our customer service approach.