Improving our services
We are always keen to receive feedback from clients, suppliers or team members on our processes and experience with ECA Business Energy.
This is vitally important to our business, as it helps us identify and improve our internal and external processes and procedures, and often leads to an improved experience when working with our team.
Please feel free to provide feedback to us, via our contact page.
Complaint handling procedure
Since our formation in 1986, ECA Business Energy has been committed to continuous improvement in providing our services to our clients.
Our complaint handling procedure aims to deliver the following objectives:-
1. Make it easy for you to raise your concerns
2. Ensure all complaints are treated with courtesy and respect
3. Listen to your feedback
4. Consider how you’d like us to remedy your issues
5. Ensure you are satisfied with how your complaint was handled
How and where to make a complaint
Complaints can be made via any of the following methods:-
1. Website:- https://ecabusinessenergy.com/contact-us/
2. Email:- customerfeedback@ecabusinessenergy.com
3. Post:- Customer feedback department, 1 Dronfield Court, Dronfield, Sheffield, S18 1NQ
4. Telephone:- 01246 298560 ask for customer feedback department
Process and timescales
| Stage | Action | Timescale |
|---|---|---|
| Client raises complaint | Email acknowledging receipt | Within 24 hours (working days) |
| Initial investigation | Clarification of any additional info required and expected lead times | Within 5 working days |
| Ongoing updates | Updates on complaint progress and expected lead times | Weekly |
| Final report and resolution | Full response and proposed resolution | Within 28 days, if otherwise then this will be advised |
| Internal escalation if resolution not satisfactory | Complaint escalated to senior management and responded | Within 5 working days of customer escalation |
| Energy Ombudsman Alternative Dispute Resolution Scheme (ADR)* | Advise client of the free ADR scheme facilitated by the Energy Ombudsman | If resolution cannot be reached or within 8 weeks of complaint being raised. |
All complaints are logged upon receipt with each action recorded; all responses can be made either in writing, email, telephone as requested by the customer.
ADR
The ADR scheme is a free and impartial service offered by the Energy Ombudsman for all microbusiness customers. Our membership number is C35ENER22.
For more information on the ADR scheme, please see:
https://www.energyombudsman.org/how-we-can-help/energy-brokers.
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Proposed Resolution
Our resolution will be made in writing and may include (but not limited to) the following:-
- Apology
- Issue resolved with external party i.e. Energy Supplier
- Issued resolved internally by ECA Business Energy
- Goodwill gesture
- Compensation
- ECA Business Energy contract terminated
- ECA Business Energy contract fees credited or cancelled
Continuous improvement
ECA Business Energy are committed to continuous improvement of our service to our clients and have the following procedures in place:-
- All complaints are reviewed by the Senior Management Team at monthly board meetings
- Improvement log – any improvements identified by the complaint process will be logged and any proposed improvements will be signed off at board level and implemented throughout the business
- Client follow up within 3 months
Please feel free to provide feedback to us, via our contact page.