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: [email protected]

  • 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 – [email protected]

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.

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