Customer Complaints Policy Summary

Introduction

The company is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from Director down to admin. We have a Complaints Policy to ensure all complaints are handled as efficiently as possible. As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Summary:

We want to resolve your complaints as soon as possible. Please call our customer services and we’ll do our best to fix any problems you may be having with our service, as soon as possible.

Our Responsibilities:

To provide an efficient, fair, and structured mechanism for handling complaints.
To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
Quarterly to review our complaints so that we can improve our standard of customer service.

Handling Your Complaint:

Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
If your complaint is urgent, such as where you are receiving Priority Assistance (for example, for medical reasons) we will prioritise your complaint and to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer.
We will keep you informed of the progress of your complaint, proposed actions, and the expected timeframe for resolution.
Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 30 calendar days.
Complex complaints may take longer than 30 calendar days to resolve, in these cases, we will regularly update you on the progress and likely timeframe for resolution.
We will advise you of the outcome of your complaint, where you have requested us to do so, we will advise you in writing.
If you have questions or comments about this complaints policy, please email us or write to us at:

If you feel your complaint has not been resolved to your satisfaction after we have dealt with it, then you can refer the complaint to Financial Ombudsman Services

Eco Power Business Ltd
admin@ecopowerbusiness24.co.uk
45-47 Golden Hillock Road
Birmingham
B10 0JU