Complaints Procedure
Introduction
Welcome to the Ecosave Gas and Power Ltd's ("Ecosave") Complaints section.
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 websiteBusiness 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 website4. 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