If you feel you have received an unsatisfactory service in any way, please do not hesitate to contact our customer services team with details of any complaints:
Telehone: 0800 014 9939
Post: Customer Services Department, Eco World Energy Ltd, 76-78 Colne Road, Brierfield, Lancashire, BB9 5NN
Of course our Customer Services team will endeavour to solve all customer issues
highlighted immediately, but this is not always possible to do so due to different factors that can arise during a customer complaint.
During the initial contact with our team – We will listen to your complaint in detail before conducting an investigation. We promise to give you an explanation to our investigation, either by telephone or in writing. Any resolution will be appropriate to the event in question.
Our Customer Service office hours are: Monday to Friday 9am – 5.30pm
If you need more advice The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues and can be contacted at any stage of the complaint process.
Visit citizensadvice.org.uk, call the Citizens Advice consumer helpline on 03454 04 05 06 or complete their online web form.
The document produced by the Citizens Advice service provides more information about where energy consumers can get free independent information and advice about their experience with the company – often the Citizens Advise service will offer to call into the company on your behalf and discuss any outstanding issues with the service.
The Ombudsman is there to help resolve disputes between suppliers and their customers.
It’s free to use their services and they are totally independent – they do not take sides and make their decision based only on the information available. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award.
You can contact the Ombudsman by:
Phone: 0330 440 1624
Textphone: 0330 440 1600
Fax: 0330 440 1625
You’ll find the Ombudsman’s factsheet, which gives you full details of their services
and how they can help, on their website:
Know your rights
It’s easy to get free, independent advice so that you ‘Know your rights’ as a consumer.
You might want to find out how to make a complaint, get advice about the quality of the services received from a company, or ask for help if you’re struggling to provide all necessary evidence within a complaint – e.g. Photographic Evidence/Scanned Documents.