At ev.energy, we are committed to providing an excellent standard of service to our customers. We highly value feedback from our customers because it helps us to continually improve our service. If you do not feel that you are receiving excellent customer service, or that something could be improved, please do tell us about it.
If we have fallen short of the high standards we have set for ourselves, then we would like the opportunity to put things right. We take complaints seriously and are committed to resolving them promptly and fairly. This complaints procedure outlines the steps you should follow when you have a complaint about our products or services.
Wherever possible, it would be helpful if you could discuss any feedback or concerns with the Customer Success Agent dealing with your matter informally first, as they may be able to resolve your concerns without the need for a formal complaint. However, if the Customer Success agent cannot resolve your concern informally, or if the issue is of such a serious or sensitive nature that you do not feel comfortable raising it with them, please feel welcome to raise your concerns with our complaints team as set out in this policy.
Complaint: A formal expression of dissatisfaction regarding our products, services, or the conduct of our staff.
To enable us to investigate and provide a thorough response to your concerns, we will need to form a good understanding of the issues. We would welcome hearing from you by email with a brief explanation of:
Please address your concerns to complaints@ev.energy
Once we receive your complaint, we will acknowledge it within 2 working days. Our acknowledgement will include a reference number for your complaint and an estimated timeline for our final response.
Our aim is to resolve complaints as quickly and efficiently as possible. The process typically involves:
We aim to provide a final response to complaints within 10 working days from the date of acknowledgment. If your complaint requires more time for us to be able to provide our final response, we will inform you and provide regular updates on the progress.
If you are not satisfied with the initial resolution, you may request that your complaint be escalated to a higher level of management. We will provide information on how to do this in our response to your complaint.
If you remain dissatisfied after receiving our final response, or in the unlikely event that you have not received a final response within eight weeks of receiving your complaint, you may be entitled to complain to the Ombudsman about our service. The Ombudsman will normally expect you to have exhausted this complaints procedure before referring to them.
The Ombudsman investigates complaints independently and accessing the service will not affect how we handle your case (if ongoing).
Time limits apply to the service, so if you do wish to refer your complaint to the Ombudsman you should not delay once our own complaints process has concluded. In certain circumstances, the Ombudsman may exercise discretion to consider a complaint out of time. The general rule is that you must take your complaint to the Ombudsman within six months of receiving a final response to your complaint and either:
- Within one year of the date of the act or omission, or
- Within one year of you realising that you had concerns.
We advise contacting Citizens Advice, as they will be able to guide you through the process and refer you to the correct Ombusman, depending on the nature of your complaint.
We aim to provide a final response to complaints within 10 working days from the date of acknowledgment. If your complaint requires more time for us to be able to provide our final response, we will inform you and provide regular updates on the progress.
We value your feedback and use it to continuously improve our products and services. Your complaint will be treated confidentially, and in accordance with our privacy policy which can be found at ev.energy/privacy. We will use any complaints as an opportunity to learn and grow as an organisation.
If you have any questions or concerns about our complaints procedure or need assistance with making a complaint, please contact our customer service team at support@ev.energy