complaints handling procedure:

We strive for excellence, but if we fall short, we want to hear from you. Your feedback is vital for our continuous improvement.

  1. How to Initiate a Complaint

To help us resolve your issue promptly, please provide your name, contact details, and a brief summary via:

  • Email: info@bdconnections.co.uk
  • Post/Phone: Please contact us for our current details.
  1. What to Expect
  • Acknowledgement: We will confirm receipt of your complaint within 5 working days.
  • Investigation: A dedicated team member will thoroughly review your case.
  • Full Response: We aim to provide a final written resolution within 8 weeks.
2. What Happens Next
We aim to handle every complaint fairly, thoroughly, and promptly following this timeline:
  • Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
  • Investigation: A dedicated team member will review your case. We may contact you if further information is required to understand the issue in detail.
  • Response: We aim to provide a full written response within 8 weeks. If our investigation requires more time, we will provide a revised timeframe and explain the delay.
  1. If You Are Still Unhappy

If you are not satisfied with our final response, you may be able to refer your complaint to an independent ombudsman for a free, impartial review.

For Financial Services (Merchant Services or Business Finance)

Contact the Financial Ombudsman Service (FOS): 

For Energy Contracts

Contact the Energy Ombudsman: 

Our Commitment to You:
We take all feedback seriously and treat every customer with fairness and respect. Your input helps us maintain the high standards our partners expect.