If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
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
London, E14 9SR
Or you can telephone on: 0800 023 4567
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
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How EnergyCare Group Work
Getting a new boiler from EnergyCare Group Ltd could not be easier!
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.
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.
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.
Our customers speak for us
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.
Very Customer Friendly
I am pleased with the service provided. Boiler installed quickly when my one suddenly broke down.
Just had my new Vaillant boiler installed and cavity wall insulation by Energycare. Everyone was lovely, professional and did a perfect job. I can’t believe how quick and mess free it was. Have already recommended.
Thanks to the team at Energycare for fitting my new boiler. Excellent job done
Quick service and great job done on my new Worcester Bosch combi boiler. Would highly recommend.
i had a boiler replaced earlier this year, everything went well from sales to installation, the only reason why i have given 4 out of 5 stars is because i ask them to move the pressure valve to a higher position as a kitchen will be built on top but they never did this however this was not too much of a issue as i have made a hole through the inside of the cabinet to access this in the future. The wireless thermostat is excellent as i can set it from my phone to come back to a warm house on those cold winter nights
We’ve just had our boiler and system updated by Energy care group and I couldn’t have been happier with the service and work that they have done. At every stage they have been polite, courteous and professional – I don’t know many other companies that have engineers / electricians that would stay to finish a job past 6pm on a Friday, and I quote ‘I didn’t want to leave you without heating over the weekend’. Top job, I would recommended them without hesitation. Thanks again.
Not the easiest job to do as they were taking away my old back boiler, but after two days worth of work you wouldn’t of known they had been, except the new shiny Worcester Bosch boiler on the wall. Thanks to the engineers and also thanks to the electrician, surveyor and the office staff for making the whole process go so smoothly.
Great reliable company
Great service from start to finish. I am now with a nice new boiler with a 10 year warranty. They also offer 0% finance which is very helpful!
After my mothers boiler broke down I called Energy care to quote for a new one. The visited the same day and fitted the boiler two days later. New boiler is now working and is very quiet which is a great improvement from the last one.
After being refused about 3yrs ago by another company for having too small loft door,i tried again after receiving leaflet through the door. Customer service couldn’t have been more helpful. I was able to choose the day for the survey. Very polite and professional. Was also able too choose the day of insulation. One young man turned up,very surprised as i was expecting two because of the size of the hatch. He was amazing not a small man but just got on with the job. Thank you James and especially Adam for doing the job. Thank you Energy Care.
really helpful staff. pleasure to have in my house installing my new boiler. would use this company again
Thank you for replacing my boiler so quickly. 2 days from my original phone call I had heating & hot water again. Price was competitive also. Thanks again.
Very Professional Company. Have good engineers. a personal service from a big company is hard to find and they seem to really get it right. i can see from the odd bad review below that some people are un happy. but this does not concur from the level of experience we received. i guess when you run a large company you can have the odd issue with an individual letting you down. hence the odd bad comment. but i would say they are one of the best services we have used. and not to let that odd once in a blue moon bad comment put you off. from survey to installation. it all went perfect and we are already noticing reductions on our gas bills.
Excellent service! Had a very friendly guy do my insulation survey and once told I was able to have the insulation he called the office and I had the loft done the same day! Cavity wall was done the following day! Amazed with the prompt service, would highly recommend using energy care.
What can I say. My boiler broke on Monday and my new boiler was fitted & installed yesterday (Thursday). The engineers work was very neat and no mess left behind. Thank you for sorting this out for me so quickly.
Energycare do what they say. They care. Great assessment (not sales pitch). Engineers workmanship was one of the best I have seen in my years. If you need a boiler call then today!!
Really pleased with my new boiler. Survey was very effiecent – no salesman which I liked. Works booked in for a day that suited me and their workmanship is really good.
Thank you to everyone at Energycare. My boiler broke down and Energycare managed to get my new boiler installed within 48 hours. I am so happy I have hot water and everyone was helpful, friendly and professional. Thanks again from a very happy customer
Had my boiler serviced by Peter from Energycare. He called to confirm a time and arrived when said. Was very professional and have recommended my neighbour to use them
Boiler Replacement. A pleasure to have such polite & helpful men to install my new boiler. My house was left very clean & tidy after install.
Survey completed within one day of me booking my appt. Boiler installed on a convenient day for me. All back up and running the same day. Highly recommend. A+++
Very good price on my new boiler. Good turn around time for fitting the boiler.
Brilliant service from the energy care team. I arranged a survey for the Monday afternoon and by Friday my new boiler was up and running. Highly recommend!!
Had my new Vaillant boiler installed yesterday by Energycare. Extremely pleased from start to finish. Matt who installed the boiler was very professional and clean and tidy. Perfect job!!
Very pleased with my new boiler fitted by the energy care team. Would recommend this company.
Everything went smooth and as promised. Sam was verry helpfull. Happy with price too. Replacement and relocation of boiler took 2 days. All good
Ref: loft insulation. Received phone call before workers arrived witin specified time. Very pleasant guys. Quick & efficient work done.
Great service. Already booked for my mum to have her new boiler fitted by these guys as I was so impressed
Had a new boiler installed on the Government scheme and got a grant towards the cost. Energycare dealt with everything and Richard the fitter was brilliant and very pleasant.
Great service from the whole group. Admin were very efficent and the installers were first class. Will definatley be using them to service my new boiler next year 🙂
Fast and professional replaces old boiler inc. radiators to brand new Bosh Highly recommended
Very competitively priced. Quick turnaround too.
Very helpful and friendly company. Would use again
Very pleased with the new boiler installed. Thank you.
Had Energycare just fit my new boiler. They kept me updated throughout the process and really pleased with the new boiler fitted by Richard.
I recently (5/2/16) had a new Worcester boiler installed by Energycare Group and I would like you to know how pleased I have been with the service and quality of the work carried out by your firm.
The two operatives who came were fitter Patrick and the electrician Shaun, both of whom were polite and tidy and carried out their work with skill and efficiency.
Also the support from your office staff was very good including surveyor Jim.
Thank you for all your efforts
Just had my boiler serviced again. Arrived when they should of and the service was completed within the hour. Thanks
Although the installation unfortunately didn’t go to plan I could not fault the aftercare service given by Energycare, the problems were fixed and I would still recommend them to a friend.
Really pleased with the service that this company supplied. Worcester boiler with a 10 year warranty with low repayments.
Excellent job done!
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.
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We can complete a FREE, no obligation, survey at your home in the next 24 hours! Book today.
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