E&G COMPARE – COMPLAINTS PROCEDURE
At E&G Compare, we are dedicated to providing outstanding service throughout the duration of your contract. However, if any problems arise and you wish to submit a complaint, we are committed to thoroughly investigating your concerns and addressing them as swiftly as possible.
We greatly appreciate all feedback and continuously seek ways to improve our services. If any customer feels dissatisfied with any aspect of our service, we are eager to resolve and correct the issue.
While we aim to resolve most concerns at the initial stage, we understand that there may be exceptional circumstances that necessitate further escalation. Our complaint resolution procedure is impartial and free of charge for our clients. Every individual who raises a concern will be treated with the highest level of respect and courtesy.
Step 1: Submitting Your Complaint
A complaint is defined as any expression of dissatisfaction regarding the services provided by E&G Compare. You can log your complaint in writing, via email, or over the phone. Please provide as much detail as possible about your concerns and the resolution you seek. We keep records of all complaints received.
- Email: lee.goody@eandgcompare.co.uk
- Phone: 020 4600 8721
- Post: 3rd Floor, Crown House, 151 High Road, Loughton, Essex, IG10 4LG
Step 2: Acknowledgment and Tracking
Once we receive your complaint, we will acknowledge it in writing electronically or we will give you a call within five business days. You will be assigned a reference number for us to track your complaint.
Step 3: Response Timeframe
Within 10 working days from acknowledgment of your complaint, you will receive either a final response that addresses your concerns or a holding response explaining why we cannot yet resolve the issue providing an estimated timeframe for further updates. If we do not hear from you within seven days after sending our final response, we will assume you are satisfied with the outcome.
Step 4: Further Action
If after 8 weeks or the date of our final response (whichever is first) we have not met your expectations, you are welcome to provide additional feedback. However, please understand that unless new evidence emerges or significant flaws are identified in our findings, it is unlikely that the outcome of our investigation will change. If you remain dissatisfied, you may escalate your concerns to the energy ombudsmen. For microbusinesses with complaints related to our energy services, you can reach out to the Energy Ombudsman, their service is free and impartial. You can contact them via their website: www.energyombudsman.org or through the following details:
- Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
- Phone: 0330 440 1624 (Monday to Friday, 8 am to 8 pm; Saturday 9 am to 1 pm)
- Email: enquiry@energyombudsman.org
