EverSave

Name of company

EverSave

Contact details

contact@eversave.co.uk

Complaints Procedure

Getting In Touch If You Are Unhappy With Our Service

We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as quickly and efficiently as possible. You deserve only the best service and we will be the first to apologise and/or compensate you should we fall short of our standards.

If you’re unhappy with the service you’ve received from EverSave one of our employees or one of our suppliers, let us know and we’ll look into it straight away. It’s a good idea to keep any current bills, statements or other relevant documentation handy throughout the process.

Below, you will find all the information you need in order to begin a complaint, what will happen next and how we aim to resolve.
 

• EverSave must deal with all complaints efficiently and investigate all complaints properly.
• You have a right to know what the investigation found. 
• If your complaint is made by email or post, we will be in touch within one working day to confirm it’s been received and that we’re working on it.
• We’ll keep you updated on the progress of your complaint at least every two working days.
• We aim to resolve any complaint within seven working days.
• If you feel that your complaint has not been resolved, you can contact Customer Relations  directly to review your concerns by:                       .
• sending an email (with your complaint reference in the subject) to contact@eversave.co.uk or by calling us on 07477 436098 
• If a complaint remains unresolved after 8 weeks or has reached deadlock, then the customer has a right to use Ombudsman Services
• The Ombudsman Service is an impartial service designed to assist consumers like yourselves and is completely free of charge
• Ombudsman Services can be contacted as follows:

             Name: Energy Ombudsman

             Post:   Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
             Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

             Web:  www.energyombudsman.org

             Email:  enquiry@energyombudsman.org
            

You can get in touch with the Ombudsman Services if it has been 8 weeks since you first made the complaint to us or if you have received a ‘deadlock’ letter from us. This letter details our final decision in relation to your complaint.   If you wish to refer your complaint to the Ombudsman Service, you have 12 months from receiving the deadlock letter.