Contact your account manager via the usual communication methods to explain what the problem is. We will seek to resolve any issues promptly with our first line support and get the root cause of the issue.

If your initial point of contact has been unable to resolve your problem over the phone or via email within 2 working days, then please email us at complaints@energysaveexperts.co.uk with the Company name and meter number in the subject. This will be passed to one of our customers facing team who has not been dealing with the problem in the first instance. Sometimes a fresh pair of eyes and a different approach is all that is needed. We will log your complaint and issue you with a complaint reference number and the date it was received.

If we have not resolved your step 2 complaint within 2 working days of it being raised or provided a way forward with a timescale that you are happy with, we will escalate your complaint to one of our directors.

After 10 days of raising the step 3 complaint, if we are unable to find a satisfactory solution that both parties are happy with, then we will take a break and look with a fresh pair of eyes and try and offer some other solutions.

Energy Save Experts are part of the Energy Ombudsman Alternative Dispute Resolution scheme. They provide an impartial dispute resolution service to ensure that a resolution is reached. In the unlikely event, that after 8 weeks of trying to find a solution, we have not found a solution that both parties are happy with, we will issue the below email. This means that the complaint is in a state of ‘deadlock’ and an independent resolution is required from the Energy Ombudsman.

You can now access a free, impartial dispute resolution service to resolve your complaint

Complaint reference number: [XXXXX]

Dear [Customer]