Complaints Procedure

How to Make a Complaint

You can contact us using any of the following:

Email: customers@ecovision.co.uk
Phone: 01453 796790
Post: Ecovision, Kestrel Court, Waterwells Drive, Gloucester, GL2 2AT.

Please include:

• Your name and contact details
• The address of the property or installation
• A clear description of the issue
• Any relevant dates
• How you would like us to resolve the matter

We will acknowledge your complaint within 3 working days.

Our Complaint Stages

We follow a four-stage process to ensure your complaint is reviewed thoroughly and fairly.

Stage 0: First Contact Resolution

Our Customer Care team will always try to resolve your concern quickly and informally at first contact.

We will:

• Review your case
• Explain what has happened and what we can do
• Aim to resolve the matter within 3 working days

If we are unable to resolve it, or if you would like a formal investigation, we will move your complaint to Stage 1.

Stage 1: Formal Investigation (Team Leader)

A Team Leader will take responsibility for your complaint and will:

• Formally log your complaint
• Acknowledge it within 3 working days
• Carry out a full investigation
• Provide a written outcome within 10 working days

If the investigation requires more time, we will update you and give you a revised completion date.

If you are not satisfied with the outcome, you may request escalation to Stage 2.

Stage 2: Senior Review (Customer Success Manager)

At this stage, your complaint will be reviewed by our Customer Success Manager for an impartial assessment of the case.

We will:

• Re-examine the Stage 1 investigation
• Review all evidence and communication
• Assess whether the response was fair, accurate, and in line with our policies
• Provide a written response within 10 working days

If you remain dissatisfied, you can request a final review at Stage 3.

Stage 3: Final Internal Review (Head of Operations)

A senior member of our Operations team will carry out a final internal review.

They will:

• Acknowledge the escalation within 3 working days
• Review all stages of the complaint
• Provide a written final decision within 10 working days

This represents the final stage of Ecovision’s internal complaints procedure.

If You Are Still Unhappy

Once all Ecovision stages have been completed, you may be able to refer your complaint to an independent body for further advice or dispute resolution. This may include:

• The Energy Ombudsman
• Renewable Energy Consumer Code (RECC)
• Independent legal advice

We will provide details of the appropriate external route in your final response letter.

How We Use Complaint Feedback

We regularly review complaint themes and outcomes to help us:

• Improve our service
• Strengthen processes
• Provide additional staff training
• Prevent issues from recurring

Your feedback plays an important role in helping us deliver a better service.

Data Protection

All complaint information is processed in line with UK GDPR.
We keep complaint records securely for six years and then permanently delete them.