Complaints Procedure
Here at Energy Contract Renewals, our team strive to offer the highest level of expertise and customer care at every stage of the service we offer, however, we understand that occasionally things can go wrong.
This might be in relation to the service we have provided, one of our employees, a supplier, or something else.
Whatever has gone wrong, we’d really appreciate your feedback - not only does it allow us an opportunity to resolve your concerns, it also helps us to learn, improve what we do and continue to evolve as an organisation.
If you have a concern or are dissatisfied in some way, our Customer Experience team will investigate in a fair and independent manner.
Please find below all the information you’ll need to register your concerns, including how to contact us and what we promise to do next.
Telephone:
020 3631 5541
Post:
Customer Experience Team
Energy Contract Renewals Ltd
St. Stephens House
Arthur Road
Windsor
Berkshire
SL4 1RU
To allow the Customer Experience team to fully investigate your concerns, please can you provide us with:
• your name
• business name
• business address
• telephone number
• email address
• outline of your concerns
What happens next?
- We will contact you within three working days of receipt of your complaint to acknowledge we have received it.
- A case will be raised and the process of investigation into your concerns will begin.
- We will aim to resolve the matter within 10 working days and contact you with the outcome.
- Whilst we endeavour to resolve all concerns within 10 working days, for more complex issues, this may take longer, however we will keep you updated if this is the case, and if possible, provide an expected resolution date.
If you remain dissatisfied after receiving resolution of your complaint, you have the option to request an escalation of your concerns to our Customer Experience team, using the contact details provided above.
A further investigation will take place, and we will once more contact you with the outcome, and keep you updated throughout the process.
If our Customer Experience team has not been able to resolve your concerns after eight weeks of first registering your complaint with us, or you remain unhappy or we are unable to agree a way forward with you, you have the right to refer your complaint to the Ombudsman Services: Energy.
Ombudsman Services: Energy
Telephone: 0330 440 1624
Textphone: 0330 440 1600
Postal address:
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Ombudsman Services: Energy offer a free and impartial service for gas and electricity consumers. They will investigate your complaint and will provide a decision. You can then choose to accept or reject their decision. If you do accept their decision, we’ll act on what they say.
If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Services: Energy.
You can also contact Citizens Advice at any time during the complaint process for free, independent, and practical advice.
Future Customer Service
We are committed to improve the service you receive and may contact you for feedback on the service you have received from us. If you have any suggestions on how we can improve our service, please let us know by emailing us at customerexperience@energycontractrenewals.co.uk