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Ecowise Utilities Limited

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Complaints Handling Procedure & ADR Policy

Our Commitment
To Fair Resolution

At Ecowise Utilities Limited, we are dedicated to providing excellent standards. If we make a mistake, we want to address it swiftly, transparently, and free of charge. This procedure aligns with our Ofgem ADR Broker obligations.

24hr Acknowledge Swift response guarantee
100% Free Service No resolution fees
Energy Ombudsman Ofgem dispute fallback

Direct Settle Team

You can register a complaint by using the webform below, or directly contacting our dedicated resolution specialists through the following channels:

Call Resolution Line 07448 871234
Direct Dispute Email complaints@ecowiseutilitieslimited.co.uk
Postal Address Dispute Resolution, Ecowise Utilities Limited, 15 Sudbury Street, Derby, England, DE11LU
Resolution Pathway

Complaints Handling Procedure

We structure our customer dispute process around four highly transparent, Ofgem-compliant phases to guarantee balanced resolutions.

01

Stage 1: Filing & Logging

Target: 24hr Acknowledge

Raise the issue by email, phone, or web form. Your Complaint representative logs the case and seeks to propose an appropriate resolution inside 10 business days.

02

Stage 2: Manager Review

Target: Further 10 Days

If you are unsatisfied with the proposed resolution, escalate your case to our Senior Resolution Manager. They will perform a direct investigation.

03

Stage 3: Deadlock Letter

Limit: 8-Week Window

If we cannot align on a resolution, or the complaint reaches 8 weeks, we will issue a formal 'Deadlock Letter' enabling you to contact the Ombudsman.

04

Stage 4: Energy Ombudsman

Alternative Dispute ADR

Ineligible deadlock cases can be forwarded to the independent Energy Ombudsman. This is an entirely free service allowing absolute impartial resolution.

Registered Ofgem Entity

Unresolved Disputes?
The Energy Ombudsman

If your complaint remains unresolved after 8 weeks, or if you have received a Deadlock Letter, microbusinesses can register a completely free, independent claim directly with the regulatory body.

Visit Energy Ombudsman
Dial Freephone 07448 871234 Mon - Fri: 8:30am - 5:30pm
Submit Email info@ecowiseutilitieslimited.co.uk Impartial dispute handling
Web Portal ecowiseutilitieslimited.co.uk Secure online portal
By Post 15 Sudbury Street, Derby DE1 1LU
Complaint Intake

Dispute Report Form

Please declare your account details and description of the dispute to allow our team to initiate Stage 1 file analysis.

    ⚠️ Direct Ofgem Broker Compliance. Your complaint details are shared only internally with our senior audit panel.

    Expert Desk

    Dispute & Redress FAQs

    Impartial expert answers regarding timeline limitations, microbusiness eligibility, and regulatory procedures.

    The Energy Ombudsman service is available to all 'microbusiness' customers. A microbusiness is defined as a business that employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet total not exceeding €2 million, OR uses less than 100,000 kWh of electricity, or less than 293,000 kWh of gas per year.
    Our complaints handling procedure is 100% free of charge. If you escalate your case to the Energy Ombudsman (ADR), their service is also completely free, independent, and impartial to eligible businesses.
    We intend to acknowledge all complaints within 24 hours. Most standard complaints are successfully resolved within 10 to 15 working days. However, under Ofgem regulations, we have up to 8 weeks to work with you to reach a resolution. If we cannot reach a resolution inside 8 weeks, we will issue a deadlock letter enabling you to contact the Ombudsman.
    A deadlock letter is a formal written statement issued by us which explains that we have reached a stage where we cannot mutually agree on a resolution. It details our final position and provides you with the immediate authority to take your complaint to the Energy Ombudsman before 8 weeks have expired.
    Yes, business water complaints are subject to separate market frameworks governed by Ofwat rather than Ofgem. While we follow the same strict four-stage internal process for water disputes, unresolved water complaints are referred to the relevant licensed infrastructure provider or CCW (Consumer Council for Water) rather than the Energy Ombudsman.
    Regulatory Compliance Notice

    Ecowise Utilities Limited complies fully with Ofgem Regulation 2008 No. 2268 (The Gas and Electricity Regulated Providers Redress Scheme Orders). We are officially registered on the Energy Ombudsman Alternative Dispute Resolution scheme.