Complaint handling procedure
Step 1. Contact us
The easiest way to resolve your complaint is to telephone us on the number below. Alternatively, if you are unable to phone or would prefer to write, you can contact us by email or by post using the address listed below.
Ebico Limited
PO Box 354
Witney
OX29 7WN
Email:
Telephone: 0800 096 6344
Our advisers will do their utmost to help you. They may involve our supply partner, Scottish & Southern Energy, to ensure the matter is resolved. We aim to reply to written correspondence within 72 hours, although more complex issues may take longer. Other parties may have to be contacted to resolve your complaint.
Step 2. Refer to Customer Service Manager
If the complaint has not been resolved to your satisfaction, then you can raise the matter with our Customer Service Manager, who will undertake a review. The Customer Service Manager can be contacted as follows:
Customer Service Manager
Wittas House
Two Rivers, Station Lane
Witney OX29 7BL
Email:
Step 3. Independent consumer advice
Consumer Direct
Consumer Direct are part of Trading Standards. They are independent and offer impartial, clear and practical advice. You can contact them on:
Phone: 08454 04 05 06
Website: www.consumerdirect.gov.uk
Consumer Focus
Consumer Focus is the statutory organisation operating on behalf of electricity and gas consumers in England, Wales and Scotland. They have the right to investigate any consumer complaint if they are of wider interest. You can contact them on:
Phone: 020 77997900
Website: www.consumerdirect.gov.uk/contact
The Energy Ombudsman
You can contact the Ombudsman if you fail to have had a satisfactory response from the Customer Service Manager within 5 working days. 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. 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