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Our Complaints Procedure
 

At Energy Savings Guru Limited, we strive to provide the highest level of service throughout your contract. However, if something goes wrong and you wish to make a complaint, we will investigate the issue and aim to rectify it promptly. We value feedback and continually seek to improve our services. If you feel dissatisfied with any aspect of our service, we welcome the opportunity to address and resolve your concerns.
 

We aim to resolve complaints efficiently, but understand that, in rare circumstances, further action may be required. Our complaint service is impartial and free to use, ensuring all customers are treated with courtesy and respect.
 

Step 1: Submitting a Complaint
 

A complaint is any expression of dissatisfaction with the service received. Complaints can be made in writing, via email, by telephone, or in any other form. Please provide detailed information about the reasons for your complaint and the desired outcome. We retain copies of all complaints received.

Step 2: Acknowledgement
 

Within five business days of receiving your complaint, we will send you a written or electronic acknowledgment, identifying the person handling your complaint. This person will, wherever possible, not have been directly involved in the matter and will have the authority to settle the complaint.
 

Step 3: Initial Response
 

Within two weeks of receiving your complaint, we will send you either:

  • A final response addressing the complaint, or

  • A holding response explaining why we are not yet in a position to resolve the complaint, indicating when we will make further contact.

If we do not hear from you within seven days after issuing our final response, we will assume you are satisfied with the outcome.
 

Step 4: Further Consideration
 

If you are not satisfied with our final response, we will consider further responses. However, without new evidence or material flaws in our findings, the outcome is unlikely to change.
 

Step 5: Final Response
 

We will send you a final response that adequately addresses the complaint no later than eight weeks from receiving the complaint.
 

Step 6: Dispute Resolution Ombudsman
 

If you are unhappy with our final response, or if the complaint has not been resolved within eight weeks, you may use the Energy Ombudsman. Their service is impartial and free to use. The Energy Ombudsman can be contacted in the following ways:

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