Energy Observe always aims to offer a high standard of service.
In the event a customer is unhappy with the service provided, we will deal with complaints in a professional and timely manner. We value our customers opinions and the feedback from complaints helps us to improve our services.

This procedure is in place to provide clear guidance to both customers and staff at Energy Observe.

We work with a lot of long-standing customers who have built relationships with their account manager. In the first instance, we would ask you raise your complaint with your account manager and copy in our business manager Jessica Newsome.

If, due to the nature of the complaint, you feel this is not appropriate, then please contact our business manager only.

We will aim to acknowledge your complaint within 2 business days and at that point set out expectations and timescales based on your case. In the first instance, facts will be gathered from both the customer and account manager within our business, reviewed and discussed with management.

We aim to provide a quick and efficient resolution. We would consider the correct solution based on each individual case whether this be an apology, a goodwill gesture, or compensation.

We aim to resolve any complaint with 4 weeks of first contact being made.
Unfortunately, if information is required from a third party this may impact on these timescales.

If the complaint is not resolved within 8 weeks, or you feel you are not getting the required response, you do have the right to refer your complaint to Alternative Dispute Resolution Services (ADR) provided by Ombudsman Services. This is free of charge to all micro businesses.

Need further assistance?

01709 874506