If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
Telephone 01234 381007 (office hours)
0800 783 7946 (24 hr freephone)
Email: info@energycaregroupltd.co.uk
Address: 12 Kenneth Way
Wilstead Industrial Park
Wilstead
Bedfordshire
MK45 3PD
Here at EnergyCare, we hope that you are pleased with the products and services that we provide to you. However, we do recognise the fact that occasionally we may fall short of the high standards that we aim to deliver, and of those that you can expect from us.
It is our policy to:
make it easy for you to tell us what went wrong;
give your complaint the attention it deserves;
resolve your complaint fairly without delay; and
make sure you are satisfied with how your complaint was resolved.
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In writing – write to us at the address overleaf and address your letter to The Customer Complaints Manager
By telephone – call us on 01234 381007 during office hours, or 0800 783 7946 out of hours.
By email – use the email address shown overleaf.
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:
• why we have not resolved your complaint;
• who is dealing with your complaint; and
• when we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update please call us on 01234 381007 (office hours), and ask to speak to the person handling your complaint.
If we can’t agree a solution with you within eight weeks, we will:
If you are unhappy with our final response to your complaint, you are free to refer it to the relevant Regulatory Body:
CIGA www.ciga.co.uk – 01525 853300 – For Cavity Wall Insulation issues.
SWIGA www.swiga.co.uk – 01525 853300 – For Solid Wall Insulation issues.
GasSafe Register www.gassaferegister.co.uk – 0800 408 5500 – for gas installation issue
OFTEC www.oftec.org.uk – 01473 626298 -For Oil heating installation issues
RECC www.recc.org.uk – 0207 981 0850 – For Solar PhotoVoltaic installation issues
Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Or you can telephone on: 0800 023 4567
Or email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
Choose an appointment for a time and date that suits you. Our heating adviser will come and do an assessment of your home and talk you through your options. Then they’ll give you a fixed price quote.
Our expert engineer will arrive on the date you’ve chosen. When they’re done, they’ll show you how to use your boiler and controls. They’ll make sure they leave your home neat and tidy before they go and take away your old boiler and all other associated waste.
When your boiler is installed, it comes with up to a 10 year manufactures warranty as standard so your home stays warm and working, with the added benefit of saving up to £350 per year* of your energy bills*. If something happens, you can call us any time, any day of the year.
My boiler broke down and with the current weather I wasn’t in a particular rush to get a new one. I had a quote from a number of companies and Energy care were a lot cheaper than other companies offering the same service.
I am pleased with the service provided. Boiler installed quickly when my one suddenly broke down.
I am happy with the service provided. I would also recommend to others if they were in need of another boiler. Please pass my thanks to the installer Dan and Sam in the office for his help.
We work with two boiler manufacturers, who supply a wide range of boilers, so you’ve got lots of options to choose from.