Here at Energy Costcutters Limited, our main objective is to provide the highest quality of customer service and we accomplish this most of the time but if a client has raised a complaint as they feel there have been insufficiencies in any part of our services or agreements, we will look into resolving the complaint fairly, quickly, and efficiently within 28 working days. Please note all complaints will be recorded and monitored.
If a complaint cannot be resolved within this timeframe, we make the commitment to ensure our client is kept informed and updated with the progress of the complaint throughout. Please be assured that all complaints will be investigated properly with the appropriate actions taken.
Once we receive a resolution, we will provide the client written acknowledgement of the outcome and complaint closure, including (where appropriate) an apology statement, an explanation with feedback to what we have done to put things right and/or compensation.
We consider a complaint to be any form of expression or dissatisfaction from, on behalf of a client or potential client with any part of our services or agreements.
We would like to have the opportunity to resolve any issues our clients may have and want to hear about it as soon as possible. You can contact us through the following methods, and we will acknowledge your complaint within 2 working days of receipt:
Phone: 0116 271 8038
Email: info@energycostcutters.co.uk
Post: Energy Costcutters Limited: 2 Spa Lane, Wigston, Leicestershire, England, LE18 3QD
Alternatively, you can raise a complaint via the online form by clicking the below link.
Effective from 1st December 2022
If your company is classed as a micro-business and Energy Costcutters Limited have been unable to agree upon a resolution or resolve your complaint with your supplier directly after eight weeks, we will issue you either a ‘deadlock letter’ or an ‘eight week letter’ outlining your complaint details, explaining why we have been unable to resolve your complaint and advise what you can do further to resolve your dispute.
Once the letter has been issued, you will have the right to refer your complaint to the Energy Ombudsman to raise a dispute. They provide an independent and impartial Alternative Dispute Resolution service which is free for your company to use.
Further details can be found on their website under www.energyombudsman.org. You can also contact the Energy Ombudsman through the below details –
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Email: enquiry@energyombudsman.org
Post: Energy Ombudsman: P.O. Box 966, Warrington, WA4 9DF
Copyright 2023 © Energy Costcutters Limited, Registered Address: 2 Spa Lane, Wigston, England, LE18 3QD
Registered in England & Wales Company No. 9977871