CUSTOMER COMPLAINTS

CUSTOMER COMPLAINTS

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

When things go wrong….

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.

How & where to complain

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.

How long will it take?

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 cannot reach agreement with you

If we can’t agree a solution with you within eight weeks, we will:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision. OR
  • Issue our final decision letter which will explain our final position.

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

The Financial Ombudsman Service

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

HALF PRICE BOILER SALE ** NOW ON

Hurry! Offer ends 30th September 2021

How EnergyCare Group Work

Getting a new boiler from EnergyCare Group Ltd could not be easier!

Step 1

Book a free heating adviser visit

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.

Step 2

We install your boiler

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.

Step 3

We give you peace of mind

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.

Feefo Review Rating Trusted

Super Service

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.

Trusted Customer

Very Customer Friendly

I am pleased with the service provided. Boiler installed quickly when my one suddenly broke down.

Samantha Charles

Luton

Happy

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.

Trusted Customer

Boiler Brands

We only install the latest A-rated energy efficient boilers and controls that could help you save up to £350 per year*.

We work with two boiler manufacturers, who supply a wide range of boilers, so you’ve got lots of options to choose from.

Worcester Bosch Accredited Installer
Vaillant Accredited Installer

Book A FREE Boiler Survey in Seconds

We can complete a FREE, no obligation, survey at your home in the next 24 hours! Book today.

Preferred Date:

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I agree to the EnergyCare Terms and Conditions and Privacy Policy. I agree to be contacted by EnergyCare for the purpose of confirming the above booking, and to receive and discuss any quote that may be produced.

Worcester Boiler Finance Offers

Example: Model: Greenstar CDi Compact

Coronavirus update: We’re still here, taking every necessary safety precaution & can be at your home to complete a survey keeping you and family safe in these uncertain times. Call: 0800 783 7946 | Contact Us