Complaints
What you can expect from us
Our approach to complaints is characterized by politeness and the utmost respect. Our objective is to deliver the highest standard of service and constantly strive for improvement while welcoming feedback throughout the process. Although regrettable, we acknowledge the possibility of errors occurring. In the event of such an occurrence, we would take measures to rectify the situation by offering an apology, resolving the issue, extending a goodwill gesture, or awarding compensation under specific circumstances.
Our complaints handling procedure is available to be sent via email or post free of charge upon request.
Contact details- complaints@ecbs.co.uk
EC Business Solutions Limited, Unit 7 Merchant Court, Monkton Business Park, Hebburn, Tyne and Wear, NE31 2EX
Our Process
2 business days - Your complaint will be acknowledged within 2 business days.
5 business days - If we are unable to resolve your complaint, we will provide a written update within 5 business days of receiving it, explaining the next steps.
15 business days - We aim to resolve your complaint within 15 business days of receiving it. If we require more time, we will provide a written update with an estimated timeframe.
25 business days - If we are unable to resolve your complaint within 25 business days, we will provide a written update with an estimated timeframe.
40 business days - If we cannot resolve your complaint within 8 weeks, we will contact you to request more time or provide a final response, known as a 'Deadlock' letter. For more complex issues that require additional time, we will provide a written update with an estimated timeframe.
What happens next if my case still hasn’t been resolved?
If no mutual agreement has been made, we will send you a letter known as ‘deadlock’ which allows you to seek independent advice from the Energy Ombudsman. If after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. To do this, you must contact them within 12 months of receiving our Deadlock letter.
The Ombudsman is a free and independent service that resolves disputes based on the information available. They can be contacted by the following:
PO Box 966, Warrington WA4 9DF
Telephone: 0330 440 1624
Fax: 0330 440 1625