COMPLAINTS PROCEDURE

We are committed to continually improving our services and ensuring a positive experience for all our customers. If you are dissatisfied with any aspect of our service, we would like to hear from you. All complaints are taken seriously, and we aim to resolve any issues related to our sales or marketing services as quickly and fairly as possible.

If you wish to make a complaint, you can contact us using one of the following methods:

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

When submitting a complaint, please provide as much detail as possible to help us investigate the issue effectively. This should include your Name, Business Name, Telephone Number, Email Address, and any other relevant information that may assist us in handling your complaint.

We will handle your complaint professionally and ensure you are treated with courtesy and respect at all times.

Once your complaint is received, we will acknowledge it and aim to provide a final response within two weeks. If we require additional time to investigate the matter, we will inform you and provide a date by which we will contact you again.

After we issue our final response, if we do not hear from you within 7 days, we will assume that you are satisfied with the outcome and that the complaint has been resolved.

If your complaint remains unresolved after 8 weeks, or if you are dissatisfied with our final response or we have reached a deadlock, you may refer your case to Ombudsman Services for an independent and free review, provided that you meet the following criteria:

• Your business is registered in the UK
• Your business is classified as a microbusiness under Ofgem guidelines
• You have received a deadlock response from Ecotilities Limited, or 8 weeks have passed since your complaint was first raised