Energy Choice 4 U

Complaints

We apologize if you are not satisfied and would love the opportunity to make things right. Your feedback is invaluable to us as we strive to continually improve our service and customer experience. If you encounter any issues with our services, we are committed to resolving them as quickly as possible.

Our customers will always be treated with dignity and respect throughout our complaint procedure, with the goal of achieving a satisfactory and fair outcome for all parties.

Our complaint procedure is accessible on our website by clicking the ‘Complaints’ link at the bottom of the page. You can also request a copy via email or receive a free postal copy by contacting us using the details below:

  • Visit: https://www.energychoice4u.com/
  • Telephone: 07921912002
  • Email: admin@energychoice4u.com
  • Post: Complaints, Energy Choice 4 U (UK) LTD, 15 Harbourer Close, Ilford, IG6 3TW

Upon receiving your complaint, it will be logged, and you will receive a notification with your complaint reference number and confirmation of receipt within 2 business days. This reference number should be quoted in all future correspondence.

We will contact you within 10 business days to update you on the progress of our investigation and our findings to date. At this stage, we aim to agree on a resolution with you.

If we have not reached a proposed resolution within 10 business days, we will provide weekly updates via your preferred method of communication. You may also contact us at any time to provide additional information or discuss any aspect of your complaint.

We maintain comprehensive records of all complaints to ensure easy access and retrieval of details at any time, closely monitoring the progress of each complaint in compliance with key timelines.

Depending on the nature of the complaint, a resolution may take longer, but we will keep you fully informed of our activities. We will write to you with our decision as soon as our investigation is complete.

If you are a micro business and we have not been able to resolve the issue within eight weeks or if we cannot come to an agreement that
satisfies an acceptable resolution for you, we will write to inform you of this and that you have the right to refer your complaint to the
Energy Ombudsman “Alternative Dispute Resolution Scheme” (ADR), who are there to help resolve disputes between
energy brokers and their customers. Where we have been unable to agree an acceptable outcome, we will issue what is known as a
‘deadlock’ letter and, again, notify of you of your right to refer to the aforementioned ADR Scheme.
The Energy Ombudsman’s service is a “FREE SERVICE” to use for microbusinesses and is totally independent of any energy supplier, or broker –
they are impartial and their decisions are based entirely on the information they receive directly from you, the customer, and records
provided by the broker. We actively encourage our microbusiness customers to use this service in such circumstances.
Once a final decision has been provided by the Energy Ombudsman “Alternative Dispute Resolution Scheme” (ADR), you
do not have to accept their decision. However, should you wish to, we will comply with their decision.

The decision provided may include but is not limited to:

  • an apology;
  • an explanation of what went wrong;
  • a practical action to be taken to correct the problem;
  • and/or a financial award

YOU MAY CONTACT THE OMBUDSMAN IN ANY OF THE FOLLOWING WAYS:

To ‘Know your rights’ please visit the following for additional assistance:-

If you live in Scotland:

Additionally, if you would like to review a copy of The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.