At SR Supply Limited, trading as We Connect B2B, we are committed to delivering the highest standard of customer service. However, we recognise that occasionally things may not go as expected. When this happens, we encourage you to let us know so we can address the issue promptly and work towards a resolution. Your feedback also helps us enhance our processes and improve staff training.

Our Complaints Procedure

If you are dissatisfied with any service provided by SR Supply Limited, trading as We connect B2B, please contact us so we can investigate your concerns and work towards a fair outcome.

Raising a Complaint

In the first instance, please contact us by telephone on 033 004 32101. When calling, please be ready to provide the following information:

• Your name and full business details (including telephone number and email address)
• A clear description of your concern
• The outcome you would like us to achieve

Responding to Your Complaint

Our Quality Assurance (QA) Team will review and investigate your complaint and aim to provide a resolution within 7–10 working days.

If your concern relates to an energy contract, we will formally log your complaint and provide you with a unique reference number for future correspondence.

In some cases, we may need to contact third parties (such as an energy supplier), which may slightly extend the investigation period. If this occurs, we will keep you informed of progress and provide an expected timeframe for resolution.

Where your complaint relates directly to a supplier, it may not reflect the services provided by SR Supply Limited, trading as We Connect B2B. However, depending on the circumstances, we may be able to raise the complaint on your behalf.

Once our investigation is complete, we will provide you with a written explanation of our decision.

If you disagree with the outcome, we will review the matter again, potentially involving a third party. Please allow up to 10 additional working days for this review.

If your complaint remains unresolved after 8 weeks, or if you choose to reject our final decision, we will issue a deadlock letter confirming that no agreement has been reached. Upon receiving this letter, you will have the right to escalate your complaint to the Ombudsman.

Escalating a Complaint to the Energy Ombudsman

SR Supply Limited, trading as We Connect B2B, is a registered member of the Energy Ombudsman, an Ofgem-approved Alternative Dispute Resolution (ADR) scheme.

If you are a micro or small business, you may refer your complaint to the Energy Ombudsman if:

• Your complaint remains unresolved eight weeks after it was first raised with us, or
• You have received a deadlock letter confirming that a resolution cannot be reached

The Energy Ombudsman provides an independent and impartial service, free of charge.

Contact Details

You can contact us using the following methods:

Website: weconnectb2b.co.uk
Email: seeni@weconnectb2b.co.uk
Phone: 033 004 32101
Post:
Unit 14, 1st Floor, Clements Court
Clements Lane
Ilford, IG1 2QY

Our full complaints procedure is available upon request via email or free post.