Make a complaint
Use the form below, email info@ecoutilitiesltd.co.uk, call 0161 240 3474, or write to us at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. There is no charge to make a complaint, and you don’t need to use any particular wording.
1. Introduction and company background
ECO Utilities Ltd is a UK-registered company establishing its operations in the business energy brokerage sector. The company assists business customers with gas and electricity procurement requirements, including exploring energy contracts and supporting customers through the energy contract process.
As ECO Utilities Ltd establishes its energy brokerage operations, the company has proactively implemented this Customer Complaints Handling Procedure to ensure that customers have a clear, accessible and transparent process for raising concerns. The procedure sets out the company’s approach to acknowledging, investigating and resolving complaints, together with the responsibilities and service standards that will apply whenever a complaint is received.
2. Our commitment to customers
We are committed to treating complaints seriously and respectfully, investigating them fairly and objectively, keeping customers informed, providing clear explanations and appropriate resolutions, and learning from feedback to improve our services. There is no charge for customers to raise a complaint.
3. What customers can complain about
Customers may complain about services provided directly by ECO Utilities Ltd, including advice or information during energy procurement; recommendation, sale or processing of gas or electricity contracts; inaccurate or misleading information about rates, terms or charges; alleged mis-selling; information about broker commissions or fees; delays; customer service; account management; or the handling of a previous complaint.
A customer does not need to use specific wording or refer to this policy to make a complaint. Any expression of dissatisfaction requiring a response will be treated appropriately.
4. How to make a complaint
Customers can complain by email at info@ecoutilitiesltd.co.uk, by telephone on 0161 240 3474, or by post to ECO Utilities Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
Customers are encouraged to provide their name and business name, contact details, a description of the issue, relevant contract or quotation details where available, and supporting correspondence. Customers do not need every document before making a complaint; we will help identify further information reasonably required. An authorised representative may act on a customer’s behalf, subject to appropriate authorisation.
5. Our complaints-handling process
Stage 1 – Acknowledgement: We aim to acknowledge all complaints within one working day of receipt. The acknowledgement will confirm receipt and that the complaint is being reviewed. We may request clarification or further information where necessary.
Stage 2 – Investigation: A designated member of the company will take responsibility for investigating the complaint. Depending on the issue, this may involve reviewing quotations, contract documents, rates and terms communicated, emails, messages, available call recordings and internal records; speaking with relevant employees or representatives; and liaising with suppliers or other parties where necessary and appropriately authorised.
Stage 3 – Progress updates: We aim to provide a progress update every five working days while the complaint remains open. If more time is needed, we will explain the reason for the delay and advise the customer of the next steps.
Stage 4 – Resolution and final response: We aim to resolve complaints within ten working days of receipt. The written outcome will explain the issue, investigation, evidence considered, findings, decision, any remedy or corrective action, and available escalation options. If the complaint cannot reasonably be resolved within ten working days, we will explain why and continue providing updates every five working days until it is concluded.
6. Possible resolutions
Where a complaint is upheld, fully or partly, we will consider an appropriate and proportionate resolution. This may include an apology, explanation or clarification; correction of inaccurate information or records; corrective action; assistance with appropriate contract-related steps; compensation where appropriate and justified; or a review of internal processes or staff training. Each complaint will be considered on its individual facts and circumstances.
7. Complaints relating to energy suppliers
ECO Utilities Ltd operates as an energy broker and is separate from licensed energy suppliers. Complaints about a supplier’s own billing, payment arrangements, meter readings, supply interruptions, account administration or customer service may need to be raised directly with the supplier under its complaints procedure. We will help customers identify the appropriate route where reasonably possible. Complaints about ECO Utilities Ltd’s own sales conduct, advice, contract processing or account management will be considered under this procedure.
8. Independent dispute resolution and escalation
ECO Utilities Ltd aims to resolve complaints directly with customers wherever possible. A customer who remains dissatisfied after completing the internal process may be entitled to refer the matter to an independent dispute resolution service, subject to applicable eligibility criteria and scheme rules.
ECO Utilities Ltd is applying for membership of the Dispute Resolution Ombudsman (DRO) Energy Adjudication Service as its Qualifying Dispute Settlement Scheme (QDSS). Upon formal approval and activation of membership, the company will provide customers with relevant DRO membership information, contact details and referral instructions, and update its website and customer communications accordingly. Until membership is formally activated, ECO Utilities Ltd will not represent itself as an active DRO member.
9. Accessibility and customer assistance
We aim to make the complaints process accessible and straightforward. Customers who require additional assistance, have communication difficulties or need information in an alternative format may contact us. Where reasonably possible, suitable arrangements will be made. Customers may appoint an authorised representative, subject to appropriate authorisation.
10. Operational arrangements
ECO Utilities Ltd is a company registered in the United Kingdom. Certain operational and administrative support activities are carried out by team members based in India. These arrangements support the company’s UK business operations.
The same complaints-handling standards apply regardless of where operational or administrative support is located. Access to customer information will be restricted to authorised personnel who require it for their responsibilities. Customer information will be handled confidentially and in accordance with applicable data protection requirements and the company’s privacy arrangements.
11. Complaint records and monitoring
A formal complaints-handling and record-keeping process is maintained. For each complaint, records will include, where applicable: a unique complaint reference; date received; customer and business details; complaint description; acknowledgement date; investigation notes and supporting evidence; progress update dates; final response and outcome; and corrective action taken.
Records will be maintained securely and made available to authorised personnel when required. Complaints and customer feedback will be reviewed periodically to identify recurring issues, improve service delivery and reduce the likelihood of similar problems.
12. Policy review
This procedure will be reviewed periodically and whenever there are material changes to the company’s services, operational arrangements or applicable dispute resolution requirements. The company will ensure the procedure remains appropriate, accessible and capable of being followed in practice.
13. Contact information
ECO Utilities (a trading name of ECO Utilities Ltd)
Email: info@ecoutilitiesltd.co.uk
Telephone: 0161 240 3474
Website: https://ecoutilitiesltd.co.uk
Postal address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.