E3 Energy Complaint Process
Microbusiness: Alternative Dispute Resolution (ADR) Scheme
E3 Energy Limited are a certified member of the Alternative Dispute Resolution Microbusiness Scheme.
Membership number (C35E3EN01)
​
Introduction
​
At the core of our commitment to excellence is the unwavering dedication to providing an exceptional service to all our valued customers. However, for peace of mind in the unlikely event we fall short of achieving every facet of this goal, we have a comprehensive complaint procedure to ensure that your concerns are acknowledged and effectively resolved in a timely manner.
​
Rest assured, we guarantee managing all complaints with the utmost professionalism, courtesy, and respect in our interactions with you as a valued customer. Upon request, you will receive a copy of our complaint procedure, delivered according to your preference via post or email.
​
Complaints can be raised directly to energycomplaints@e3energy.co.uk, via post or telephone.
​
-
Postal address: 23 Meridian Business Village, Hansby Drive, Liverpool, L24 9LG
-
Telephone contact: 03333 058 291.
Upon receiving your complaint, we will provide you with a unique reference number.
​
Energy Complaints Process.
​
Outlined below are our operational details of the complaint procedure, including the steps we kindly ask you to follow when registering a complaint. Additionally, we would like to clarify your entitlement to escalate the matter to the Ombudsman should the outcome of our internal review fail to meet your satisfaction. This service is free of charge and is open to all Microbusinesses.
1. We value your feedback and consider complaints as expressions of dissatisfaction with our service. Please communicate your concerns via email, telephone, or by post. Please provide detailed reasons and your desired outcome. We retain and record copies of all complaints, demonstrating our commitment to transparently address and resolve issues, prioritising your satisfaction and using your feedback to enhance our services.
2. Upon receipt of a written complaint, whether via email, phone or traditional mail, rest assured that we will promptly acknowledge your concerns. Expect an acknowledgment email within two (2) working days or a mailed acknowledgment within four (4) working days. This acknowledgment will identify the designated representative who will oversee the matter on behalf of the business.
​
3. Within ten business days of receiving your complaint, you can expect one of the following from us:
A comprehensive final response that effectively addresses your concerns for resolve.
​or
A holding response, clarifying the reasons for the delay in resolution and specifying when you can anticipate further communication.
Please note: Once a final response is issued, unless new evidence or significant flaws in our findings come to light, our conclusion is likely to remain the same.
4. You can expect a comprehensive and conclusive response to your complaint within a maximum of eight weeks from the date of its receipt which is known as the eight-week letter. Our commitment is to provide a final response that effectively addresses your concerns in a timely and thorough manner.
5. To provide reassurance, we employ an internal escalation process throughout the eight-week time line to thoroughly address any complaints across the company to ensure we resolve within the deadline set by the energy ombudsman
-
If a complaint remains unresolved by Week 4, it is escalated to Senior Management for review.
-
If a complaint remains unresolved by Week 6, it is further escalated to the Board of Directors for review.
6. If our final resolution fails to meet your satisfaction, you will receive a deadlock letter. Subsequently, you have the opportunity to engage in Alternative Dispute Resolution (ADR) through Ofgem, provided you qualify as a Microbusiness. This service is specifically designed to aid you, without incurring any expenses, in the uncommon scenario where your complaint remains unresolved eight weeks after its submission.
7. Upon acceptance of the Energy Ombudsman's Decision, we are committed to fully honouring and implementing the resolution. It is important to note that while you have the option to accept the Energy Ombudsman's decision, you also retain the freedom to explore alternative courses of action.
​
For more details about the ADR service, including how to contact them, please visit their website.
​
https://www.energyombudsman.org/
​
The ADR scheme is impartial and free of charge and is an accessible resolution process. You may forward your complaints to the Ombudsman via mail, telephone, or email using the following contact details:
​
-
Postal Address: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
-
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
​
Energy Ombudsman | E3 Energy Limited
​
​
​
​
​
​
​
​
