Customers who are unhappy with our service should contact us, so we can investigate and make things right. Please contact us including as much detail as possible for us to investigate.
All customers raising complaints will be treated with courtesy and respect. To raise a complaint please contact us:
- Email: info@executiveenergy.co.uk
- Write: Executive Energy Ltd, 30A Lansdown, Stroud, GL5 1BG
- Phone: 01453 886630
We’re available from 9am to 5pm, Monday to Friday.
A copy of the complaints procedure is available by email or free post on request.
If a complaint is received directly from a customer in writing / email / over the telephone or by personal visit to the office, a written response will be issued promptly and not later than 5 working days from receiving the complaint.
The supplier of any contract/s in relation to the complaint should be notified within 2 working days, and further advised of the outcome of internal investigation.
All complaints received will be recorded in a complaints log, including relevant details.
Customer complaint direct to supplier
If a complaint be reported directly to the supplier, customer contact must be made within 5 working days from receiving the complaint from the supplier.
Investigation and response
All complaints will then be investigated by a director; please allow up to 4 weeks from
submitting complaint for the investigation to be completed. Once completed, a full written response to the customer to be issued within 5 working days.
Options to escalate your complaint
We are committed to ensuring all complaints are addressed fully and fairly. Should your
complaint be unresolved after 8 weeks, or you remain dissatisfied following the completion of
our review a deadlock letter will be issued. You can then further the complaint by referring to
the Ombudsman Service.
The Ombudsman Service is impartial and free for customers to use; as members we are
bound by their decision. The Ombudsman Service can be contacted via:
- Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
- Phone: 0330 440 1624
- Email: enquiry@ombudsman-services.org
