1. Our Commitment to High Service Standards
At EcoGrid Energy Limited, we strive to deliver outstanding service on every installation. If you are dissatisfied with any aspect of our service, we encourage you to inform us immediately so we can investigate and rectify the issue promptly.
2. How to Register a Complaint
You can submit a formal complaint via any of the following channels:
- Email: info@ecogridenergy.co.uk (Attn: Customer Care Lead)
- Phone: Call 0044 (0)2080902018 (Monday – Friday, 8:30 AM – 5:30 PM)
- Post: Customer Services, EcoGrid Energy Limited, Green Valley, CA 94025
3. Resolution Timeline & Escalation SLAs
Stage 1
Acknowledgment within 2 Working Days
Stage 2
Investigation & Remedial Proposal (10
Days)
Stage 3
Final Director Decision (Within 21 Days)
4. Independent Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint within 8 weeks, or if a mutually acceptable solution cannot be reached, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) body:
- RECC (Renewable Energy Consumer Code): www.recc.org.uk
- HIES Consumer Code Ombudsman: www.hies.org.uk