Love Energy Savings: Complaints Policy

Here at Love Energy Savings, we are passionate about giving our customers an exceptional service and we are always looking for ways in which we can improve our service. We treat all customers who wish to raise a complaint with courtesy and respect, and endeavour to resolve your concerns within 5 working days; although, we aim to resolve your concerns (at the latest) within 8 weeks from the date your complaint is raised.

All complaints are logged and given a unique reference number, which you can quote during your communication with us.

Contact:

• Telephone - 01204 859 983 or 01204 867 528
• E-mail – [email protected]
• Post – Love Energy Savings, Unit 2 Springfield Court, Summerfield Road, Bolton, BL3 2NT

Stage 1

Should something go wrong, or you are unhappy with the service you have received, please get in touch with us at the earliest opportunity so we can look to put things right as soon as possible.

Stage 2

If you remain dissatisfied with the resolution initially provided, you can escalate your concerns to a Quality Assurance Officer.

If you are a microbusiness[1] and your complaint relates to the energy services we offer, you might be able to escalate your complaint to the Energy Ombudsman. You might be able to use their service if we are unable to resolve your complaint within 8 weeks from the date your complaint was raised or are unhappy with our final response to your complaint (i.e., you have received a ‘deadlock’ letter). Their service is free and impartial for you to use; you can contact them by visiting their website: www.energyombudsman.org, and contacting them by phone, email, and post.

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday 9am to 1pm)

Email: [email protected]

[1] Employ fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or uses no more than 100,000 kWh of electricity per year; or uses no more than 293,000 kWh of gas per year.