Complaints Procedure
At Enercom Energy Solutions Limited, we strive to offer exceptional service at every stage of your contract. However, we acknowledge that sometimes issues may arise. When they do, our priority is to understand your concerns and work quickly to resolve them. We value all feedback, as it helps us improve and maintain high standards of customer care.
Our Commitment
- We treat every complaint with courtesy, respect, and impartiality.
- We aim to handle all concerns promptly and transparently.
- This service is free to use for all our customers.
- We retain records of all complaints to ensure consistent handling and continuous improvement.
How to Raise a Complaint (Step 1)
If you are dissatisfied with any aspect of our service, please let us know as soon as possible. You can submit a complaint using one of the following methods:
- Email: info@enercomenergy.co.uk
- Telephone: 0207 833 787
- Post: (If you prefer to write to us, please request our mailing address via email or phone.)
When contacting us, please provide:
✔ Your name and contact details
✔ A clear description of your complaint or concern
✔ Any relevant information or documentation
✔ The outcome you would like to see
We will record all complaints received to ensure they are handled consistently and transparently. If you require a copy of this procedure by post or email, we will provide it free of charge.
Acknowledging Your Complaint (Step 2)
- Within five business days of receiving your complaint, we will send you a written or electronic acknowledgment.
- This acknowledgment will confirm the details of your complaint and provide the name and contact information of the person handling your case.
- Wherever possible, this person will be independent of the issue and will have the authority to resolve your concerns.
Initial Response (Step 3)
We aim to investigate and respond within two weeks. At this stage, we will either:
- Provide a final response, addressing your complaint in full and outlining any proposed resolutions; or
- Send a holding response, explaining why we need more time to investigate and providing an estimated timeframe for our next update.
If we do not hear from you within seven days after issuing our final response, we will assume you are satisfied with the outcome unless you advise us otherwise.
Further Consideration (Step 4)
- If you are unhappy with our final response or have new information that could affect our findings, please get in touch to discuss the matter further.
- While we are happy to revisit the case, please note that in the absence of new evidence or material errors in our findings, the outcome is unlikely to change.
Final Resolution (Step 5)
- We aim to resolve all complaints within eight weeks of receiving them.
- By this time, we will have completed our investigation and issued a comprehensive final response.
- Where appropriate, resolutions may include an apology, a goodwill gesture, or compensation.
Escalating Your Complaint to the Energy Ombudsman (Step 6)
If you remain dissatisfied after receiving our final response, or if eight weeks have passed and the complaint remains unresolved, you have the right to escalate your complaint to the Energy Ombudsman, an independent and free service.
Contact Details for the Energy Ombudsman
- Name: Energy Ombudsman
- Website: www.energyombudsman.org
- Email: enquiry@energyombudsman.org
- Phone: 0330 440 1624 (Monday to Friday, 8am – 8pm, and Saturday, 9am – 1pm)
- Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
The Energy Ombudsman is impartial and can investigate disputes between customers and energy brokers at no cost to you.
We appreciate your patience and cooperation throughout this process. By working together, we believe we can resolve concerns effectively and improve our services for all customers.
For any further questions, please contact us at 0207 833 787 or info@enercomenergy.co.uk.
Thank you for choosing Enercom Energy Solutions Limited. We value your feedback and look forward to resolving any concerns you may have.
