Complaints
The Ebico complaint handling procedure
What to do if you have a complaint...
Step 1. Contact us
The easiest way to resolve your complaint is to telephone us on the number below. Alternatively, if you are unable to phone or would prefer to write, you can contact us by email or by post using the address listed below.
Ebico Limited
PO Box 354
Witney
OX29 7WN
Email:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Telephone: 0800 096 6344
Our advisers will do their utmost to help you. They may involve our supply partner, SSE, to ensure the matter is resolved. We aim to reply to written correspondence within 72 hours, although more complex issues may take longer. Other parties may have to be contacted to resolve your complaint.
Step 2. Refer to Customer Service Manager
If the complaint has not been resolved to your satisfaction, then you can raise the matter with our Customer Service Manager, who will undertake a review.
The Customer Service Manager can be contacted as follows:
Customer Service Manager
Ebico Ltd
Wittas House
Two Rivers, Station Lane
Witney OX29 7BL
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Step 3 – The Energy Ombudsman
Alternatively, you can contact the Ombudsman should you fail to have a satisfactory response from the Customer Service Manager within 5 working days, or if 8 weeks have elapsed since registering your complaint. Please note that you may be referred back to us if you have not escalated your complaint via our formal complaints process outlined above.
The Ombudsman will carry out an independent investigation on your behalf. Any decision the Ombudsman makes will be binding on our company, but not on you, so you can see further advise if you wish to.
You can contact the Ombudsman as follows:
Phone - 0845 055 0760 or 01925 530 263
Textphone - 18001 0845 051 1513 or 18001 01925 430 886
Email -
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website - www.energy-ombudsman.org.uk
You can also contact Consumer Direct who are part of Trading Standards. They are independent and offer impartial, clear and practical advice. You can contact them at any point of your complaint on:
Phone - 08454 04 05 06
Website - www.consumerdirect.gov.uk
More about complaint handling
To find out how we deal with complaints, you can download the Complaint Handling Statement and Procedure document from the link below:
‘Complaint Handling Statement and Procedure’
Get In Touch
Simply call us on 0800 458 7689 or 01993 608404
You can also email us on
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
and our customer service team will be
happy to advise.
Get In Touch
Simply call us on 0800 458 7689 or 01993 608404
You can also email us on
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
and our customer service team will be
happy to advise.
