COMPLAINTS PROCEDURE

We work continually to improve our products and services, striving to offer the highest level of service from the initial quote through to the duration of your contract. However, if something is erroneous and you want to make a complaint, we will investigate all matters and aim to resolve any issues on time.

Our business model involves both suppliers and customers, so complaints can relate to our services provided or the services of the supplier which we introduced to you.  If you are unsatisfied with our service, and wish to make a complaint, you can do it in the following forms;

• Post: Pera Business Park, Nottingham Road, Melton Mowbray LE13 0PB
• Call us on: 0333 2244 050
• Email us: support@ecotilities.co.uk

We deal with complaints as quickly as possible, and we will send you a written or electronic acknowledgement of a complaint within five business days of receipt. We ask that when lodging in a complaint, that provide the name of the business, name of the person making the complaint, business address, email address, telephone number, and as much information as possible about the complaint.

We will inform you within two weeks on our final response which addresses the complaint or if we are yet to conclude our investigations, we would request more time and indicate when next we would be in touch with you.

If we do not hear from you within after 7 days of issuing our final response, we will assume you are satisfied with the outcome and the complaint has been settled.

If you are unhappy with how we handle your complaint, or we can’t reach an agreement within 8 weeks, then you might want to refer your complaint to the Energy Ombudsman if you meet the below criteria;

• You are a business with fewer than 50 employees and an annual turnover of £6.5 million or a balance sheet total of £5 million

Their service is free and impartial.

You can contact them by visiting their website, phone, email, or post.

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF