e-POWER is committed to providing a high standard of service to all customers. However, we recognise that things can occasionally go wrong. When this happens, we welcome feedback and complaints as an opportunity to put matters right and improve our services.
This policy outlines how you can raise a complaint and how we will handle it.
If you are dissatisfied with any aspect of our service, you can contact us using the details below:
Telephone: 01912457330
Email: hello@epower.net
Post: Washington Business Centre, 2 Turbine Way, Sunderland, SR5 3NZ
Our office hours are Monday to Friday, 8:30am to 4:30pm.
Complaints can be made by telephone, in writing, or by email.
To help us investigate and resolve your complaint as quickly as possible, please provide:
We will acknowledge receipt of your complaint within three working days.
Investigation and Resolution
We aim to resolve complaints within 10 working days of receipt. During this time, we will investigate your concerns thoroughly and fairly.
Where appropriate, we may resolve your complaint by:
If we are unable to resolve your complaint within this timeframe, we will keep you informed of progress and provide an estimated timescale for resolution.
If you are not satisfied with our initial response, your complaint can be escalated internally for further review.
If your complaint remains unresolved after eight weeks, or if you are dissatisfied with our final response, we will write to you explaining our position and the options available to you.
If you are a microbusiness customer and have received a deadlock letter, you may refer your complaint to the Energy Ombudsman.
The Energy Ombudsman is an independent and impartial service approved by Ofgem to resolve disputes between energy customers and suppliers.
Their service is free of charge.
Contact details:
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org
Post: 3300 Daresbury Park, Daresbury, Warrington, WA4 4HA
Our complaints process must be completed in full before a complaint can be referred to the Energy Ombudsman.
If you are not a microbusiness customer, you may need to pursue your complaint directly with your energy supplier, where appropriate.
We record and monitor all complaints to help us identify trends and improve the quality of our services.
We are committed to handling all complaints consistently, fairly, and with respect and confidentiality.
