1. Our commitment

Beam My Bills aims to provide a clear, honest and efficient service at all times.
However, we recognise that sometimes things can go wrong. When they do, we want to:

• Listen carefully

• Put things right as quickly as possible

• Learn from what happened so it does not repeat

This Complaints Policy explains how you can raise a concern, what we will do, and how your complaint may be escalated if you are not satisfied.

2. What counts as a complaint?

You may wish to complain if you feel:

• We have not delivered the level of service you reasonably expected

• We have given incorrect, incomplete or misleading information

• There has been delay in our handling of your enquiry or switch

• We have not acted in line with our terms, guidance or promises

• You believe you have suffered a loss due to our actions or omissions

We treat all complaints seriously, whether they relate to staff, processes, communication or the information we provide.

3. How to make a complaint

You can raise a complaint using any of the following methods:

3.1 By email

support@beammybills.co.uk

Please include:

• Your full name

• Business name (if applicable)

• Contact details (email and phone)

• A clear description of what went wrong

• Any relevant dates, documents or reference numbers

• What you would like us to do to put things right

3.2 By phone

(Insert phone number)

If you call us, we may ask you to follow up in writing so we have a clear record of your complaint.

3.3 By post

(Insert postal address)

4. Our complaints process

We aim to resolve most issues quickly and informally. Where this is not possible, we follow the structured process below.

4.1 Acknowledgement

• We will acknowledge your complaint within 5 working days of receiving it.

• We will confirm that we are treating it as a formal complaint and provide a reference if necessary.

4.2 Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue you have raised. They may:

• Review our records and internal notes

• Review any correspondence or documents you have provided

• Consult the staff or partners involved

• Contact you if we require further information

4.3 Our response

We aim to provide a full written response within 10 working days of acknowledging your complaint. If we cannot respond in that timeframe, we will:

• Let you know the reason for the delay

• Tell you when you can expect a final response

Our final response will:

• Summarise your complaint

• Explain what we have found

• Confirm any steps we have taken or will take

• Explain any options available if you remain dissatisfied

5. If you are still unhappy

If you are not satisfied with our final response, or if we have not provided a final response within 8 weeks of your complaint, you may be able to refer your complaint to an independent Alternative Dispute Resolution (ADR) provider (once we are registered with one).

5.1 Alternative Dispute Resolution (ADR)

Beam My Bills intends to become a member of an approved ADR scheme. Once this is in place, we will update this section with:

• The name of the ADR body

• Their website

• Contact details

• Eligibility criteria

ADR is a free, impartial service for eligible customers. The ADR body will review your complaint and our handling of it, and may make a decision or recommendation.

Until ADR membership is confirmed, we will always try to resolve matters directly with you in a fair and reasonable way.

6. Complaints related to suppliers

In some cases, your complaint may relate partly or wholly to the actions of an energy, water, telecoms or payment provider that we introduced you to.

In these cases:

• We will support you in identifying the correct route for complaint

• We may help you provide relevant information to the supplier

• We may liaise with the supplier where appropriate, with your consent

However, the supplier may have its own complaints process and responsibilities separate from Beam My Bills.

7. Priority and vulnerable customers

If you, or someone acting on your behalf, tells us that you are in a vulnerable position (e.g. due to health, financial hardship, disability, language or personal circumstances), we will:

• Handle your complaint with extra care and sensitivity

• Prioritise urgent issues where there is potential hardship or disruption

• Communicate in a way that is accessible and appropriate for you

If you need additional support to raise a complaint, please let us know.

8. How we use and store complaint information

We will keep a record of:

• Your complaint

• Any correspondence and evidence

• The outcome and any actions we take

We keep this information in line with our Privacy Policy and Data Protection commitments.

We use complaint data to:

• Review trends and recurring issues

• Improve our processes and training

• Demonstrate our handling to regulators or ADR bodies if needed

We do not sell complaint data or use it for unrelated marketing purposes.

9. Data protection and confidentiality

Your complaint may involve discussion of personal or business information. We will:

• Treat all complaint information as confidential

• Share it internally only with staff who need it to resolve the issue

• Share it externally only where necessary (for example, with an ADR body or supplier, and only where relevant and lawful)

For more details on how we handle personal data, please see our Privacy Policy and Data Protection page.

10. Review of this Complaints Policy

We review this policy regularly to ensure it remains clear, fair and compliant with:

• UK consumer protection expectations

• ADR scheme requirements (once membership is in place)

• Our internal standards of service

Any updates will be published on this page with a new “Last updated” date.

11. Contact details

To make a complaint or to discuss this policy, please contact us:

Support: support@beammybills.co.uk
Address: Beams Consulting Ltd
167-169 Great Portland Street, London, England, W1W 5PF