Energy Balance Limited
Energy Balance Limited Complaints Procedure
Energy Balance Limited is committed to the highest standards of customer service. Complaints from customers are important to us, both to give us an opportunity to resolve concerns and as a method of improving our services.
If a customer is concerned about the service provided by Energy Balance Limited, they should contact the Complaints Department, as described at the end of this leaflet. They will allocate the complaint investigation to an appropriate channel.
Making a Complaint
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.
It’s a good idea to keep any current invoices, statements or other relevant documentation handy throughout the process.
What’s gone wrong?
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Reason for the complaint
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Date of incident
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What you would like us to do about it
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A telephone number
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The email or address where we should send a reply
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Our promise to you
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If you make a complaint, we will:
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Investigate the matter justly, carefully and promptly
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Deal with it impartially & fairly
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Try to resolve your complaint, as far as we can
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Incorporate what we learn to improve our services
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Timescale and Communication
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If your complaint is made by email or post, we will be in touch within two working days to confirm receipt of the complaint
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You will be updated on the progress of your complaint every two working days via email or telephone (your preference)
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Please allow six to eight weeks - depending on which one you use - to resolve your complaint. This is to give us enough time to assess the situation and the evidence to find an appropriate resolution.
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We intend to resolve your complaint within 8 weeks.
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If you indicate that you are unhappy with a proposed or stated solution arising out of this process we will issue a Deadlock Letter to you, allowing you to refer the matter to the Energy Ombudsman
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Process of Resolution
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The resolution of your complaint is free of charge. You do not have to accept any proposal to resolve your complaint. Making use of this complaints process, does not prevent you from proceeding to Law, should you wish to do so.
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How to get in touch with us
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If you wish to raise a complaint with Energy Balance Limited, please email, call or send post to the following contact details:
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Mirza Omercajic – Director
Energy Balance Limited
Complaints Department
SVS HOUSE
OLIVER GROVE
LONDON
SE25 6EJ
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Phone – 0203 608 8096
Email – customerservice@ebalance.co.uk
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The Energy Ombudsman can be contacted by the following methods:
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Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624