Complaints Procedure

Introduction

Welcome to the Ecosave Gas and Power Ltd's ("Ecosave") Complaints section.

1. Investigating your complaint

Our team of experienced advisors are available Monday to Friday between 9am and 5:30pm and will work to resolve your complaint. We are committed to resolving the issue to your satisfaction, so please feel free to contact us directly if you wish to discuss your complaint in further detail

Should either your assigned complaints advisor or a member of our management team be unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact regularly with updates on the progress of your complaint.

Please send all complaints to: complaints@ecosavegasandpower.com

At this stage if we are able to reach a solution you are happy with then we will:

Send you a complaint resolution letter via email (if one is available) advising how we have resolved the situation for you

2. Not happy with our response?

If you are unhappy with the way we have dealt with your complaint or have any ideas on how we might improve our service moving forward, you may wish to talk to management.

Please Email: complaints@ecosavegasandpower.com or call us on 0161 3939 764 to discuss this

Complaints department, Ecosave Gas and Power Limited | Lloyds House | 18-22 Lloyd Street | Manchester | M2 5WA

If we are unable to reach a solution you are happy with then we will:

Send you a final deadlock letter via email (if one is available) advising of our final position on the complaint

3. Additional Independent Advice

Citizens Advice

Providing independent and impartial advice, both over the phone and in person, free of charge. Please visit citizensadvice.org.uk/energy or contact the following number:

Consumer Service – 0808 223 1133

Consumer Service Welsh Speaking – 0808 223 1144

Business Debtline

Business debtline is a charity providing impartial and independent advice free of charge, both over the phone and online, to small businesses

Please visit businessdebtline.org or call on 0800 197 6026.

4. Independent Review

After 8 weeks from the date of the original complaint, or if we have issued a 'deadlock letter', and you qualify as a Micro Business, you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier.

Your business will be identified as a Micro Business if it meets any one of the following conditions:

  • Your business uses less than 100,000 kWh of electricity a year: or
  • Your business uses less than 293,000 kWh of gas a year or
  • Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million

enquiry@ombudsman-services.org

Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

1. Investigating Your Complaint

Our experienced advisors will work to resolve your complaint promptly and keep you updated throughout the process.

2. Not Happy with Our Response?

If you're unhappy with how we handled your complaint, you can escalate it to our management team.

3. Additional Independent Advice

Access independent advice from Citizens Advice or Business Debtline for further support.

4. Independent Review

After 8 weeks, eligible micro-businesses can contact the Ombudsman Services for energy.

1. Investigating Your Complaint

Our team of experienced advisors are available Monday to Friday between 9am and 5:30pm and will work to resolve your complaint. We are committed to resolving the issue to your satisfaction.

Should either your assigned complaints advisor or a member of our management team be unable to resolve your complaint promptly, they will provide you with timescales and regular updates on the progress.

complaints@ecosavegasandpower.com

2. Not Happy with Our Response?

If you are unhappy with the way we have dealt with your complaint or have any ideas on how we might improve our service moving forward, you may wish to talk to management.

complaints@ecosavegasandpower.com

0161 3939 764

Complaints department, Ecosave Gas and Power Limited, Lloyds House, 18-22 Lloyd Street, Manchester, M2 5WA

3. Additional Independent Advice

Citizens Advice

Providing independent and impartial advice, both over the phone and in person, free of charge.

Consumer Service: 0808 223 1133

Consumer Service Welsh Speaking: 0808 223 1144

Visit Citizens Advice website

Business Debtline

Business debtline is a charity providing impartial and independent advice free of charge, both over the phone and online, to small businesses.

Call: 0800 197 6026

Visit Business Debtline website

4. Independent Review

After 8 weeks from the date of the original complaint, or if we have issued a 'deadlock letter', and you qualify as a Micro Business, you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached.

Your business qualifies as a Micro Business if it meets any one of these conditions:

  • •Your business uses less than 100,000 kWh of electricity a year
  • •Your business uses less than 293,000 kWh of gas a year
  • •Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million

Email: enquiry@ombudsman-services.org

Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF