Complaints Procedure

Trinity Business Group – Complaint Resolution Procedure

Trinity Business Group is committed to providing high-quality telecoms and energy services. This procedure outlines how we handle complaints fairly, efficiently, and transparently.

A complaint is any expression of dissatisfaction, whether verbal or written, about our services, products, or customer experience.

Customers can raise a complaint by contacting us via phone on 02037610165, or by email at enquiries@trinitybusiness.co.uk

, or in writing to Trinity Business Group. When submitting a complaint, please include your name, company name (if applicable), contact details, and full details of the issue.

Upon receipt of a complaint, we will acknowledge it within 48 hours. A member of our team will investigate the matter and may contact you for further information if required. We aim to resolve all complaints within 5 to 10 working days and will provide a clear explanation of the outcome along with any actions taken.

If you are not satisfied with the initial response, you may request that your complaint is escalated to a senior manager. We will review the matter and aim to respond within 5 working days.

If your complaint remains unresolved after 8 weeks, or you are dissatisfied with our final response, you may have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) provider. This may include a Telecoms Ombudsman or the Energy Ombudsman, depending on the nature of the service provided. Full details of the appropriate ADR scheme will be provided where applicable.

Where appropriate, Trinity Business Group may offer remedies such as service credits, billing corrections, contract adjustments, or goodwill gestures.

All complaints are logged and monitored to help improve our services, identify recurring issues, and ensure compliance with regulatory requirements.

All personal data will be handled in accordance with applicable data protection laws and will only be used for the purpose of resolving complaints.

We are committed to continuous improvement and regularly review complaint trends to enhance our service and customer experience.

To provide our energy customers with peace of mind and to demonstrate our commitment to responsible practices, Trinity Business Group Ltd is registered with Dispute Resolution Ombudsman. DRO is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about DRO and how to use their service, visit www.disputeresolutionombudsman.org or telephone 0333 241 3209

Trinity Business Group

Company Registration Number: 17108809