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Complaints policy

How to Complain

If you have a complaint, you can contact our Designated Complaints Officer through the following methods:

Phone: Call our team on +44 (0) 141 559 7130
Email: Send your complaint to info@arbnco.com
Post: Write to us at arbnco, Suite F, Inovo Building, George Street, Glasgow, G1 1RD

How We’ll Handle Your Complaint

1. Acknowledgement: We will acknowledge your complaint within 3 working days, via phone, email, or letter.

2. Assessment: Our Designated Complaints Officer will assess your complaint to determine its validity and decide how it will be handled.

3. Investigation: The officer will investigate by gathering relevant evidence, such as data, call recordings, or emails.

4. Resolution: Once the investigation is complete, we will determine the approprite course of action based on the findings.

5. Outcome: You will receive a written response outlining the investigation findings, the resolution, and a timeline for any actions to be taken.

Keeping You Informed

We will keep you updated on the progress of the investigation on a weekly basis. If we need further information, we may contact you directly during this time.

If We Can’t Resolve Your Complaint

If you are a samll business with fewer than 10 employees and an annual turnover or balance sheet of less than £2 million, and if we are unable to reach an agreement within 8 weeks, you can refer your complaint to the Energy Ombudsman. The Energy Ombudsman is a free and impartial service available to help you resolve your complaint. You can contact them through the following channels: