Introduction

Pulse Business Energy Limited (trading under the brand name ARO) is committed to providing our
customers with an exceptional level of service. However, we do accept that from time to time, things can
go wrong.

When dealing with any of our team, if you have an experience that is not positive, or you are not satisfied
with our service, and you would like to make a complaint, please contact the ARO Customer Services on:
0333 7000 250, or ask to speak to one of our team managers, who will work to resolve the problem as
quickly as possible.

Alternatively, if you would like to raise your complaint in writing, please do so, addressed to:

ARO Complaints
39 Bear Lane
London,
SE1 0UH

Or email complaints@aro.tech

Information required when raising a complaint, please provide:

• Your name and business name
• Site address
• Contact number and/or email address
• A clear description of the issue
• Names of any staff members involved, if known
• Any supporting evidence or documentation

How We Handle Your Complaint

We will endeavour to resolve your complaint when you initially contact us. However, some cases may take
longer. In such cases, we will confirm receipt of your complaint within 24 working hours and seek to
resolve the matter within 10 working days.

If your complaint cannot be resolved by the Customer Services team, it will be passed on to the
Management Team. We will keep you updated at least every 5 working days. If the Management Team
cannot resolve the matter to your satisfaction, the complaint will be escalated to our Managing Director,
who will review the case and issue a final written response (a “deadlock letter”).

Where We Are at Fault

If, following our investigation, we determine that we are at fault, we will clearly explain our findings and
offer an appropriate apology. Where necessary, we will also take reasonable steps to put matters right.
This may include corrective or practical action, or other appropriate redress, depending on the nature of
the complaint and in line with applicable regulatory requirements.

Escalation to the Energy Ombudsman

If your complaint remains unresolved after 8 weeks, or if a deadlock letter has been issued, you may
escalate it to the Energy Ombudsman.

The Energy Ombudsman is an impartial and free service. If you accept their decision, ARO will be bound
by it, although you are not obliged to accept their findings.

You must contact the Energy Ombudsman within 12 months of receiving our final response.

Energy Ombudsman Contact Details:

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm)
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Eligibility for Escalation

You may be eligible to escalate your complaint if your business meets one of the following definitions:
Micro-business
A micro-business (Ofgem Definition) is one which:

• Employs fewer than 10 employees (or full-time equivalents) and has an annual turnover or
  • balance sheet under €2 million; or

• Uses ≤ 100,000 kWh of electricity annually: or

• Uses ≤ 293,000 kWh of gas annually.

Small Business (Expanded ADR Eligibility from 1st October 2024)

A small business is one which:

• Employs fewer than 50 employees; and
• Has a turnover under £6.5 million or balance sheet under £5 million; or
• Uses ≤ 200,000 kWh of electricity annually: or
• Uses ≤ 500,000 kWh of gas annually.

Redress Available from the Ombudsman

The Energy Ombudsman may require us to:

• Provide an explanation
• Offer an apology
• Take corrective or practical action
• Offer financial compensation

Continuous Improvement

We are committed to continually improving our customer experience. We regularly review complaints and
customer feedback to identify opportunities to improve our services and internal processes. As part of
this commitment, this complaints handling procedure may be reviewed and updated from time to time to
reflect service improvements and changes to regulatory requirements.

Record Keeping

We keep full records of all complaints for a minimum of 6 (six) years to comply with regulatory
requirements