Complaint / Query

EMPOWER ECO LTD COMPLAINT HANDLING PROCEDURE

• Our website features a dedicated section for handling customer complaints, ensuring easy accessibility for any concerns.
• Customers can also reach out to us via email, with our contact information prominently displayed on the website.
• Additionally, our landline number is provided for swift response and support from our team.
• We prioritize courteous treatment and timely responses to all customer queries.
• Feedback on complaints is typically provided within 3-4 working days.
• Detailed records are maintained, documenting the registration and resolution timelines of each complaint.
• We commit to resolving customer complaints within an 8-week timeframe.
• In cases where complaints remain unresolved or a deadlock is reached, customers are advised of their option to contact Ombudsman Services.
• Ombudsman Services are impartial and free to utilize, ensuring fair resolution for all parties involved.

STEPS FOR COMPLAINT HANDLING PROCESS:

• Upon receipt of a complaint, customers receive an acknowledgment email from us promptly.
• We prioritize reaching out to the customer via phone call as soon as we receive any complaint.
• Our approach is centered on understanding and actively listening to our customers' queries.
• Following a thorough understanding of the complaint, we commit to investigating within a 3-4 working day timeframe.
• We keep customers updated on the progress of their complaint at regular intervals.
• Once all necessary steps are completed, we communicate our findings to the customer regarding their concern.
• Relevant evidence is provided to the customer via email.
• We make every effort to address and resolve the complaint once all relevant evidence has been provided.

TO CONTACT OMBUDSMAN SERVICES:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

(Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm.)

Email: enquiry@ombudsman-services.org