Complaints Procedure

At Energie Solutions, we value your feedback and take all complaints seriously. Your input helps us improve and provide the best possible service. Here’s how you can share your feedback or make a complaint.

How to provide feedback or lodge a complaint

You can share your feedback or complaints through any of the following channels:
Email: admin@energiesolutions.co.uk
Phone: 01206 396901 Available 9am to 3pm Monday to Friday
Post: Unit 9 Beamish Hub, 4 Berwick Road, Ipswich, IP3 9RY

Our process

1. Acknowledgement
   We will acknowledge receipt of your feedback or complaint within 48 hours.
2. Investigation
   Our team will review your concerns carefully and contact you if additional information is needed.
3. Resolution
   We aim to resolve complaints within 10 business days. If more time is required, we will keep you updated on the progress of your complaint.
4. Follow-up
   After resolving the issue, we will contact you to follow up and ensure you are satisfied with the outcome.
5. Escalation (if necessary)
   If you are not satisfied with our initial response, you may:
   • Request an escalation to a manager or senior representative.
   • Contact TrustMark for further assistance.
   • With complaints relating to MCS installations carried out by Energie Solutions, you can refer your complaint to RECC or MCS.

Confidentiality and transparency

Your feedback and complaints will be handled confidentially and professionally. We are committed to transparent communication and fair resolutions.

You can also contact our Alternative Dispute Resolution provider, RECC, by clicking here.