Business Complaints Process

Commitment to our clients

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.

What we consider as a complaint?

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.

How we address a complaint:

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.

RAISE A COMPLAINT

Independent Dispute Resolution & ADR Schemes

Energy Ombudsman

Energy Costcutters Limited is registered with the Energy Ombudsman, an independent and impartial Alternative Dispute Resolution (ADR) provider.

If your company is classed as a micro-business and we are unable to resolve your complaint through our internal complaints process (and, where applicable, with your supplier) after eight weeks, we will issue 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

Dispute Resolution Ombudsman (DRO)

Energy Costcutters Limited is also registered with the Dispute Resolution Ombudsman (DRO), an independent and impartial Alternative Dispute Resolution (ADR) provider.

If we are unable to resolve your complaint through our internal complaints process, you may have the right to refer your complaint to the Dispute Resolution Ombudsman for an independent review. This service is free for eligible customers to use.

Further details can be found on their website: https://www.disputeresolutionombudsman.org

You can contact the Dispute Resolution Ombudsman using the details below:

Phone: 0333 241 3209 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Email: enquiries@disputeresolutionombudsman.org
Post: Dispute Resolution Ombudsman; 33–34 Booth Street, Manchester, M2 4AB