Making a complaint

In an unlikely scenario that you wish to make a complaint, please follow our step-by-step guide to our complaints procedure to resolve your complaint quickly and efficiently.

Step 1 – Contact us

We have a helpline – 0800 458 7689 – open from 8.30am to 5pm Monday to Friday, where you can talk to people who are ready to help and answer any question you have.

When you telephone us with a problem, our adviser will attempt to resolve matters with you while you are on the call. However, if necessary your complaint will be escalated to our Customer Service Manager. We want to agree a solution by 8pm the following working day.

If you prefer, you can write to us with your problem by e-mail or post as follows:

Ebico Ltd
The Carpenter’s Workshop
Units 2A & 2B
The Sawmills
Swan Lane
Combe
OX29 8ET
E-mail: info@ebico.org.uk

We aim to fully resolve matters by 8pm the following working day after we receive your letter or e-mail. Please include your name, account number and/or full address so we can contact you back. We may try to contact you by telephone to help with this resolution. Other parties may be contacted to resolve your complaint, for example SSE our supply partner.

Step 2 – Customer Service Manager

If your complaint has not been resolved to your satisfaction, then you can raise the matter with our Customer Service Manager, who will undertake a review and aim to reach a resolution within five working days. You can contact them using the details above.

Step 3 – Ombudsman Services: Energy

If you haven’t received a satisfactory response from our Customer Service Manager within five working days or if six weeks have passed since you first registered your complaint, you can contact the Ombudsman Services: Energy. You may be referred back to us if you haven’t escalated your complaint via our formal complaints process outlined in steps 1 and 2.

The Ombudsman Services: Energy will carry out an independent investigation on your behalf. As part of resolving your complaint the Ombudsman Services: Energy may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman Services: Energy makes will be binding on our company, but not on you, so you can seek further advice if you wish to.

Here’s how to contact the Ombudsman Services: Energy:

Phone: 0330 440 1624
Email: osenquiries@os-energy.org
Website: www.ombudsman-services.org/energy

More about complaint handling

To find out how we deal with complaints, you can download the Complaint Handling Statement and Procedure document from the links below:
‘Complaint Handling Statement and Procedures’
‘Annual Customer Complaints Handling Report’
You can read the Complaint Handling Regulations on the legislation.gov.uk website.

Free independent help and advice at any stage

It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To ‘Know your rights’ visit the Citizens Advice website at www.adviceguide.org.uk or call their helpline on 03454 04 05 06.