Complaints

Who this covers

This procedure covers complaints about ITEA Limited, including the services we provide as BizUp360: business energy, gas, waste and recycling, EPOS systems, card machine introductions and bill reviews.

How to complain

Email complaints@bizup360.co.uk or write to ITEA Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Please tell us your name and business, what happened, and what you would like us to do. You can complain in any way that suits you, and we will help if you need it.

What happens next

• We acknowledge your complaint in writing within five working days, and tell you who is handling it.
• We investigate, and keep you updated. We try to put things right as quickly as we can.
• We send you a final response in writing within eight weeks of receiving your complaint. It explains what we found, what we will do, and where you can get free, independent help.
• If we cannot finish within eight weeks, we write to tell you why.

Free, independent help

If we can’t resolve an energy or gas complaint, our final response will tell you where to get free, independent help, such as Citizens Advice, which helps small businesses with energy problems.

Card machines

Complaints about a card machine provider’s own service, such as the machine, payments, settlement or its charges, go to that provider first, under its complaints procedure. If you are not happy with its answer, the provider will tell you where you can take it next. Complaints about how we introduced you come to us.

Waste, EPOS and other providers

Complaints about how we arranged a service come to us. Complaints about a provider’s own service, such as a missed collection or a fault with an EPOS system, should go to that provider first. We will help you raise it if you ask.

Personal data

If your complaint is about how we handle personal data, see our privacy notice. You can also complain to the Information Commissioner’s Office (ico.org.uk).

Records

We keep a record of every complaint and how it was resolved, and use them to improve our service.