Should You have any issues with Energy Costs Managed you can find our complaints procedure clearly below

Since October 2020, Ofgem have been making changes to the way Third Parties assist business owners in the UK with their Energy Supply. To provide greater transparency to business energy customers. 

Since we formed in November 2021, we have provided full commission transparency to client. We provide all clients confirmation of our earnings along with relevant calculations at the point of contract set up. 

We would also like to detail clearly our complaints procedure below should any future issues arise. 

A copy of our complaints procedure is available in writing via post or email free of charge and can be requested at any time, written requests to be made to – contact@energycostsmanaged.co.uk or by calling 01429 756 756.

All complaints raised will be treat with the respect and courtesy at all times by each and every member of Energy Costs Managed that you will speak too, be that in writing or verbally. 

Once received your claim will be acknowledged within 24 hours. We will keep and document including storing information including but not limited to dates and contact details of the complaint. 

At the first stage of complaint we will provide written confirmation that this has been received. Your complaint will then be investigated by our team who will provide a full written update to you within 7 days providing either an outcome of the investigation or requesting further supporting documentation to support your complaint.

Should you accept our written report we will close your complaint and apologise to you, this may include but not always a goodwill gesture payment or compensation. We strive for continous improvement to our processes and services and take all feedback on board so we can review our offering.

Allows complaints can be made and progressed through each stage of the process either by phone, in person, or in writing (including by email). 

If the complaint is not resolved and further documentation is not received within 14 days of the request or written report from Energy Costs Managed Limited we will provide contact details to the Ombudsman Service – Alternate Dispute Resolution Scheme. 

Should you not be happy with the resolution or the timescale of your claim is unresolved for more than 8 weeks you can escalate your complaint to Ombudsman Services. If you complaint is unresolved for this length of time we will directly, write to you via post and email to advise you of this and how to contact the Ombudsman Services. 

The Ombudsman Service is service is impartial and free for clients to use.

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