Complaints Policy

Our aim is, of course, to provide an excellent service to all our customers. However, if something does go wrong and you want to make a complaint, we will investigate any issues and aim to rectify any issues promptly, where possible.

We will always welcome feedback on how we can improve but if you feel like we haven’t reached the high level of service we continuously strive for, you can follow our complaints process and we will do everything we can to put things right.

Step 1

A complaint is any expression of dissatisfaction with the service received by Eco-nomics. A complaint can be made in writing, email, or telephone.

Please provide as much detail as possible about the reasons for your complaint and the outcome you would like. We retain copies of all complaints received.

Email: customer.services@eco-nomics.co.uk
Telephone: 01932 977 000
Post:
The Long Barn
Down Farm
Cobham Park Road
Cobham
Surrey
KT11 3NE

Step 2

Our complaints team will begin an investigation, and we will send you a written or electronic acknowledgement of your complaint within five business days of receipt.
Our complaints agent will investigate your complaint by gathering and reviewing evidence, for example, call recordings or emails.

We deal with complaints as quickly as possible, especially where the complaint is about financial loss that could increase with time.

If you’re not happy with your complaint agent or don’t agree with their findings, you can ask, and we’ll escalate your case to someone more senior.

Step 3

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

a final response which adequately addresses the complaint; or
a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

Step 4

If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.

Step 5

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

Step 6

If you are unhappy with our final response, you may use Alternative dispute resolution (ADR) using Ofgem who will seek to help you. You can also use this service in the unlikely event that the complaint has not been resolved within eight weeks of submission.

Their website is https://www.ombudsman-services.org/sectors/energy-brokers and it provides more information about the service they provide and the various ways they can be contacted. The ADR scheme is impartial and free to use.

We are not responsible for the content on their website.