Complaint Handling Procedure

MICROTIMESGROUP LTD

Our Commitment

At MICROTIMESGROUP LTD, we are committed to providing a high standard of service. If you are unhappy with any aspect of our service, we want to hear from you so we can resolve the issue as quickly and fairly as possible.

How to Make a Complaint

You can contact us using the following methods:

  • Phone: 02071239377
  • Email: info@bestlink.co.uk
  • Post: Office 6365 321-323 High Road, Chadwell Heath, England, RM6 6AX

What Happens Next

  1. We will acknowledge your complaint within 5 working days
  2. We will investigate your complaint thoroughly
  3. We aim to provide a final response within 8 weeks

Our Approach

We will:

  • Treat your complaint fairly and respectfully
  • Keep you informed throughout the process
  • Keep a record of your complaint and all related communications

Resolution

If your complaint is upheld, we may:

  • Offer an apology
  • Provide an explanation
  • Offer a goodwill gesture or compensation where appropriate

Escalation to Energy Ombudsman

If:

  • You are not satisfied with our final response, OR
  • Your complaint has not been resolved within 8 weeks

You may refer your complaint to the Energy Ombudsman.

Contact details:

Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

Phone: 0330 440 1624
Email: enquiry@energyombudsman.org

The Energy Ombudsman is independent and their service is free to use.

Eligibility

This complaints procedure applies to:

  • Domestic customers
  • Microbusinesses
  • Small business consumers

Continuous Improvement

We review all complaints to improve our service and prevent similar issues in the future.