Our Complaints Procedure
Step 1 – Contact us
Our advisors are ready to help and answer any questions you have and can be contacted on the details below:
Post – Ebico Limited, PO Box 354, Witney, OX29 7WN
Email –
Telephone – 0800 096 6344
All our advisers are trained to offer you the best possible customer service and will do their utmost to help you and resolve the matter with a satisfactory solution. It may be necessary to involve our supply partner, Scottish & Southern Energy or other parties may have to be contacted to resolve your complaint.
If you write to us with a problem, we aim to reply to written correspondence within 3 working days; however more complex issues may take longer. We may try and contact you by phone to help with the resolution.
If we cannot resolve your complaint fully or have not agreed a form of resolution within 3 working days of your complaint (if we need to contact you by letter with our response this stage may take longer), then you can proceed to the next step.
Step 2 – Contact Customer Service Manager
Following step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with our Customer Service Manager, who will undertake an independent review and aim to reach a resolution within 5 working days. The Customer Service Manager can be contacted as follows:
Post – Customer Service Manager, PO Box 354, Witney, OX29 7WN
Email –
Step 3 – The Energy Ombudsman
Alternatively, you can contact the Ombudsman should you fail to have a satisfactory response from the Customer Service Manager within 5 working days, or if 8 weeks have elapsed since registering your complaint. Please note that you may be referred back to us if you have not escalated your complaint via our formal complaints process outlined above.
The Ombudsman will carry out an independent investigation on your behalf. Any decision the Ombudsman makes will be binding on our company, but not on you, so you can seek further advice if you wish to.
You can contact the Ombudsman as follows:
Phone – 0845 055 0760 or 01925 530 263
Textphone – 18001 0845 051 1513 or 18001 01925 430 886
Email –
Website – www.energy-ombudsman.org.uk
You can also contact Consumer Direct who are part of Trading Standards. They are independent and offer impartial, clear and practical advice. You can contact them at any point of your complaint on:
Phone – 08454 04 05 06
Website – www.consumerdirect.gov.uk
More about complaint handling
To find out how we deal with complaints, you can download the Complaint Handling Statement and Procedure document from the link below:
Complaint Handling Statement and Procedure for Domestic Customers (316KB PDF)