You can contact EnergWISE on 0345 548 7861 to discuss your complaint and help us find a satisfactory solution.
Alternatively, you can email us at complaints@energwise.co.uk or write to:
Complaints Team, EnergWISE, 89-93 Manningham Lane, Bradford, West Yorkshire, BD1 3BN.
We will carry out a full review of all actions taken and all correspondence between us, using our best endeavours to work with you towards a resolution. We’ll keep you informed throughout the process and aim to resolve your complaint as quickly as possible, providing an explanation and an apology for any problems or inconvenience caused, along with appropriate action to put things right.
In the unlikely event that our specialist team is unable to resolve your complaint, or you remain dissatisfied with the outcome, you may request that your complaint be referred to our Managing Director for further review. You can ask to be contacted by phone or letter, or alternatively email complaints@energwise.co.uk or write to:
Managing Director, EnergWISE, 89-93 Manningham Lane, Bradford, West Yorkshire, BD1 3BN.
If you’ve already followed steps 1 and 2 and are still unhappy, or if we have not been able to reach a resolution, the Executive Complaints Team will escalate your complaint to our Directors for review.
The Directors will assess how your complaint has been handled, the advice provided, and the actions offered, to determine whether anything should be done differently. You will then be informed of the outcome and the reasons for the decision, and receive a Final Deadlock Response letter outlining our final position.
If your complaint remains unresolved for more than 8 weeks, or if you are not satisfied with our Final Deadlock Response Letter, you have the right to refer your case to the Energy Ombudsman. The Ombudsman provides a free and impartial service that can independently review your complaint and help reach a fair resolution. You can contact the Energy Ombudsman using the email above, or at: 0330 440 1624. Alternatively, you can write:
Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF.
EnergWISE remains continuously committed to improving our services and ensuring our customers are treated fairly at all times.