Complaints Procedure
Complaints procedure
Complaints Handling Procedure
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It is the aim of the ECO3 Partnership to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
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This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint:
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If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone or in writing, and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
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We will try to resolve your complaint immediately; however, this may not be possible sometimes. In the unlikely event that we cannot resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to take.
To register a complaint contact us by either:
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calling us on 0141 724 1456 or
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write to us at ECO3 Partnership Limited, 30 Thorn Road, Bearsden, Glasgow, G61 4BS.
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or
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Contact the Energy Ombudsman
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We understand that complaints can be emotive and consumers who contact us may be angry or upset. We will always do our best to help. We also have a duty of care and ask that users of our service are polite to our colleagues. We will not tolerate any communication we deem to contain abusive language. You can read more about this on our Working Together page.
Creating your case online is the fastest way to get your information to us, however you can also do this by email, telephone and post.
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You can also contact us via:
call on 0330 440 1624
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Energy Ombudsman
P.O Box 966
Warrington WA4 9DF
email enquiry@energyombudsman.org
If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
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If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.
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