Terms and Conditions
Welcome to UK energy services
ENERGY SERVICES (COT) LIMITED
COMPLAINTS PROCEDURE
Getting in touch if you are unhappy with our service
We strive to offer the highest level of expertise and care at every stage of the
service we offer. However, if you are unhappy with any aspect of our service
delivery or something does go wrong and you want to make a complaint, we
will be fully committed to resolving it amicably and as fairly and efficiently as
possible.
Below you’ll find all the information you need about making a complaint,
including how to contact us and what we promise to do next.
What’s gone wrong?
If you’re unhappy with the service you’ve received from us, one of our
employees or one of our suppliers, let us know by the channels set out
at the end of this document and we will look into it as soon as It Is
received (if this is a weekend or Public Holiday deemed receipt wil be
the next working day after such period).
How long before your complaint is resolved?
If your complaint is made by email or post, we will be in touch within
seven working days of it being received to confirm it’s been received
and that we’re working on It.
We’ll keep you updated on the progress of your complaint at least every
seven working days.
- We aim to resolve any complaint within seven working days.
the same time. They wil also let us both know what wil happen next
and when they will be in touch regarding any next steps, actions or
sanctions.
•
If the problem isn’t resolved within seven working days we will engage
with you in an attempt to agree the selection and employment of an
external independent dispute resolution organisation. As this is a joint
appointment you should receive the same information as we do and at
It your complaint is about a supplier or you are unhappy with the
outcome or response from the independent dispute resolution body,
you may also contact the Energy Ombudsman which provides a free
impartial dispute resolution service and are the default ADR body in
these disputes.
How to get in touch with us
It’s a good idea to keep any current bills, statements or other relevant
documentation handy throughout the process as this will assist us in
identifying the relevant issues.
To ensure your communication reaches the correct department please use the
contact details below:
Phone- 0330 174 4753 - Email – emma.booth@ukenergyservices.co.uk
Post – Complaints,
Energy Services (COT) Limited
Units 18 and 19 Plymouth House
22 Plymouth Road
Lancashire
FY3 7FH
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
