Complaints Procedure
At ESS Commercial Ltd, we are dedicated to providing exceptional energy brokerage services. We understand that sometimes things don't go as planned, and we are committed to resolving your concerns promptly and maintaining the highest service standards for our small business clients.
our complaints procedure
step 01: contact us
Inform us of your concern via email or phone. We aim to acknowledge all complaints within 24 hours.
step 02: investigation
Our technical team will review the details and provide a resolution update within 5 business days.
step 03: final resolution
We aim to resolve all issues within 8 weeks. If unsatisfied, small modular business clients can contact the Ombudsman.
complaints response times
01
acknowledgment
We will acknowledge your grievance within 48 business hours of receipt.
02
investigation
Initial investigations are usually completed within 5-10 working days.
03
final response
A formal written resolution will be issued within 8 weeks of the claim.
04
appeals
If unresolved, you can refer the case to the Energy Ombudsman after 8 weeks.
Reach Our Officer
If you have any concerns regarding our service, please contact our dedicated complaints officer. We are committed to resolving all issues promptly and transparently for our small business clients.
Email: complaints@esscommercial.co.uk
Response Time: Within 48 business hours
complaints faq
how do i submit a formal complaint?
you can submit a complaint via email at complaints@esscommercial.co.uk or by post to our manchester office. please provide your business details and a clear description of the issue.
what is the expected timeline for a resolution?
we aim to acknowledge all complaints within 48 hours and provide a final response within 8 weeks, as per regulatory guidelines for small business clients.
what if i am not satisfied with the final response?
if we cannot reach a resolution, you may be eligible to refer your case to the energy ombudsman. we will provide the necessary details in our deadlock letter.
is there a cost associated with the complaints process?
our internal complaints procedure is entirely free of charge for all business customers, ensuring accessible mediation and support at every stage.