Complaints Proccess

Below is the complaints process Pro-Eco will follow when a complaint is raised (a copy of this can be e-mailed or posted on request):

Step 1

Contact Us

To make a complaint please contact us:

Telephone: 01323 400800

Email: energy@pro-eco.co.uk

Your complaint will be passed to your account manager.
Your account manager will immediately send you a standard complaint letter and/or e-mail detailing the complaints process.
Your account manager will be in touch within 3 working days of you making the complaint and will aim to resolve your complaint within 7 working days.
All of the details of your complaint will be recorded for future reference.
As part of resolving your complaint, we’ll give you an explanation of what went wrong, fix the problem and offer and apology. If appropriate compensation may also be offered.

Step 2

Escalate

If your account manager is unable to resolve the complaint within the 7 working day window, or if you are unhappy with the progress we’re making in resolving your complaint then your complaint will be escalated to the Steve Wennington (Managing Director).
Steve will discuss everything with your account manager to get an overview of the complaint and will then give you a call to discuss to try and reach a resolution. Once the complaint has been passed to Steve we will aim to resolve the complaint within 5 working days.

Steve’s details are:

Email – steve.wennington@pro-eco.co.uk

Direct Dial – 01323 400806

Step 3

Utilities Intermediaries Association (UIA)

If at any time you feel that Pro-Eco haven’t handled your complaint as you expected, or it has been unresolved for more than 15 working days, please feel free to contact the Utilities Intermediaries Association. Their service is impartial and free for all clients to use.

All complaint can be made directly at Utilities Intermediaries Association

ADR Number: 2404

Step 4

Ombudsman Services

If at any time you feel that Pro-Eco and UIA haven’t handled your complaint as you expected, or it has been unresolved for more than 8 weeks please feel free to contact the energy ombudsman. Their service is impartial and free for all clients to use.

They can be contacted on 0330 440 1624 or at www.ombudsman-services.org

General Category	Types of Personal Data in that category	Retention Periods
Identity Information	This is information relating to your identity such as your name (including any previous names and any titles which you use), gender, marital status and date of birth	1 year
Contact Information	This is information relating to your contact details such as e-mail address, addresses, telephone numbers	1 year
Marketing Information	This is information relating to your marketing and communications preferences.	1 year
Website, Device and Technical Information	This is information about your use of our website and technical data which we collect (including your IP address, the type of browser you are using and the version, the operating system you are using, details about the time zone and location settings on the device and other information we receive about your device)	1 year

Purpose	Legal Reason(s) for using the personal information
To enrol you as a customer	Contract Reason. Legitimate Interests Reason (in order to offer you services which helps us to develop our business)
To manage our contract with you and to notify you of any changes	Contract Reason. Legal Obligation Reason.
To comply with audit and accounting matters	Legal Obligation Reason
For record keeping, including in relation to any guarantees or warranties provided as part of the services	Contract Reason. Legal Obligation Reason.
To improve the services which we supply	Legitimate Interests Reason (in order to improve the services, for future customers and to grow our business
To recommend and send communications to you about services that you may be interested in. More details about marketing are set out in section 11 below	Legitimate Interests Reason (in order to grow our business) Consent Reason
To ensure the smooth running and correct operation of our website	Legitimate Interests Reason (to ensure our website runs correctly)
To understand how customers and visitors to our website use the website and interact with it via data analysis	Legitimate Interests Reason (to improve and grow our business, including our website, and to understand our customer’s needs, desires and requirements)

Complaints Proccess

Below is the complaints process Pro-Eco will follow when a complaint is raised (a copy of this can be e-mailed or posted on request):

Step 1

Contact Us

Step 2

Escalate

Step 3

Utilities Intermediaries Association (UIA)

Step 4

Ombudsman Services

(a) by phoning us on 01323 400800;

(b) by e-mailing us at info@pro-eco.co.uk; or

(c) by writing to us at Pro-Eco LTD, The Town House, Market Street, Hailsham, BN27 2AE.

1. Key Definitions

2. Details of personal information which we collect and hold about you

3. Details of special information which we collect and hold about you

4. Details of how and why we use personal information

5. Details of how we collect personal information and special information

6. Details about who personal Information may be shared with

7. Details about transfers to countries outside of the EEA

8. Details about how long we will hold your personal information

9. your rights under data protection law

10. Marketing

11. Complaints

12. Third Party Websites