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Complaints Procedure

We take all complaints seriously. Here is how to raise a concern and what to expect.

We are committed to providing a high standard of service to every client. If you feel we have fallen short, we want to hear from you so we can put things right.

How to make a complaint

You can raise a complaint by:

  • Emailing complaints@energyproconsultants.co.uk
  • Calling 01642 071863 and asking for the complaints team
  • Writing to Complaints Manager, Energy Pro Consultants Ltd, [Registered Address], United Kingdom

Please include your name, company name, a description of the issue, and any supporting documentation.

What happens next

Step 1: Acknowledgement

We will acknowledge your complaint within two business days and assign a dedicated complaints handler.

Step 2: Investigation

Your complaints handler will investigate the matter thoroughly, reviewing all relevant records and speaking with the team members involved.

Step 3: Resolution

We aim to resolve all complaints within 20 business days. If the investigation requires more time, we will let you know and keep you updated on progress.

Step 4: Final response

You will receive a written response setting out our findings, any corrective action taken, and what we have done to prevent similar issues in the future.

Step 5: Escalation to the Energy Ombudsman

If we have not been able to resolve your complaint after 8 weeks, or if deadlock has been reached, you can refer the matter to the Energy Ombudsman. The Energy Ombudsman is impartial and free to use.

You can contact the Energy Ombudsman in the following ways:

Our commitment

We review all complaints as part of our continuous improvement process. Your feedback helps us maintain the high standards our clients expect. If you have any questions about this process, please get in touch.