Commitment to our clients
Here at Energy Team Online Limited, our main objective is to provide the highest quality of customer service and we accomplish this most of the time but if a client has raised a complaint as they feel there have been insufficiencies in any part of our services or agreements, we will look into resolving the complaint fairly, quickly, and efficiently within 28 working days. Please note all complaints will be recorded and monitored.
If a complaint cannot be resolved within this time frame, we make the commitment to ensure our client is kept informed and updated with the progress of the complaint throughout. Please be assured that all complaints will be investigated properly with the appropriate actions taken.
Once we receive a resolution, we will provide the client written acknowledgement of the outcome and complaint closure, including (where appropriate) an apology statement, an explanation with feedback to what we have done to put things right and/or compensation.
What we consider as a complaint?
We consider a complaint to be any form of expression or dissatisfaction from, on behalf of a client or potential client with any part of our services or agreements.
How we address a complaint
We would like to have the opportunity to resolve any issues our clients may have and want to hear about it as soon as possible. You can contact us through the following methods, and we will acknowledge your complaint within 2 working days of receipt
Phone: 0800 3689787
Post: Energy Team Online Limited: Group House, 40 Waterside Road, Leicester, LE5 1TL
Alternatively, you can raise a complaint via the online form by clicking the below link.
Micro Business Complaint’s Handling Process
Effective from 1st December 2022
If your company is classed as a micro-business and Energy Team Online Limited have been unable to agree upon a resolution or resolve your complaint directly after eight weeks, we will issue you either a ‘deadlock letter’ or an ‘eight week letter’ outlining your complaint details, explaining why we have been unable to resolve your complaint and advise what you can do further to resolve your dispute.
Once the letter has been issued, you will have the right to refer to the Ombudsman Services to raise your dispute. They provide an independent and impartial Alternative Dispute Resolution service which is free for your company to use.
Further details can be found on their website under https://www.ombudsman-services.org/. You can also contact the Ombudsman Services through the below details –
Phone: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF