ARC Commercial Efficiency is committed to providing a fair, professional service. If something goes wrong, we want to hear about it and put it right. We’ll acknowledge your complaint within 2 working days and aim to give you our final response within 8 weeks. If you’re still unhappy, you can take your complaint to the Dispute Resolution Ombudsman.
Who this applies to
This procedure is for all ARC customers, including microbusiness and small business customers.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, advice, fees or commission, staff, or how we’ve handled your information. You don’t have to use the word “complaint”.
How to complain
Email: hello@arc-commercial.co.uk
Please tell us your business name, your contact details, the service or contract involved, what went wrong, and what you’d like us to do to put it right. If you need support to make a complaint, or want this procedure in another format, let us know and we’ll arrange it.
What happens next
Acknowledgement (within 2 working days). We’ll confirm we’ve received your complaint, give you a reference number, and tell you who is handling it.
Investigation. A senior person who wasn’t involved in the original matter will review your complaint, the contract and our records. We’ll keep you updated, and tell you if we need more time and why.
Final response (within 8 weeks at the latest). We’ll write to you with our findings, say whether we uphold your complaint in full or in part, and set out any remedy we’re offering. If we can’t resolve the complaint, the letter will confirm that you can refer it to the Dispute Resolution Ombudsman.
If you’re not satisfied: the Dispute Resolution Ombudsman
ARC is a member of the Dispute Resolution Ombudsman (DRO), an independent, government-approved alternative dispute resolution scheme. You can refer your complaint to DRO if:
you’ve received our final response and are unhappy with it, or
we haven’t resolved your complaint within 8 weeks of you first raising it.
Please refer your complaint within 12 months of our final response. DRO covers complaints about the sale and processing of gas and electricity contracts, and about the account management of your energy supply, from microbusiness and small business customers. It can award up to £10,000. If DRO makes a decision, we are bound by it, but you are not, and you keep your legal rights if you don’t accept it.
Dispute Resolution Ombudsman
Web: disputeresolutionombudsman.org/dispute
Phone: 0333 241 3209 (Monday to Friday, 9am to 5pm)
Email: info@disputeresolutionombudsman.org
Post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, SG1 2AD
Complaints about other services
DRO’s energy broker scheme covers our energy contract and account management services. Complaints about our energy efficiency and sustainability consultancy work follow the same procedure above, but [may not be eligible for referral to DRO / are covered by DRO under an agreement with us. Delete as appropriate]. If we can’t resolve a complaint about any service, you keep your right to seek advice or take legal action.
Complaints about your energy supplier
If your complaint is about your supplier’s billing, metering or customer service rather than our service, you should raise it with the supplier first. If you’re not satisfied with their response, you can take it to the Energy Ombudsman.
How we use your information
We’ll use the details you give us to investigate your complaint. If you refer it to DRO, we’ll share the relevant information with them.
Learning from complaints
We record every complaint, review them regularly for patterns, and use what we learn to improve our service.
