At E Electrics, we are committed to providing you with excellent customer service, first time, every time. However, sometimes things can go wrong. If this happens, we want to hear from you so we can put things right as quickly as possible.
There are several ways you can get in touch to make a complaint:
You can fill out our complaints form to submit your complaint.
Please provide your address (including postcode) and a contact telephone number or email address when reaching out.
Call us free on 0800 9991 452 between 9am and 5pm.
Alternatively, you can also reach us on 0793 1917 148.
You can email us at info@eelectrics.co.uk
or send a letter to:
Complaints Department
E Electrics
46 Dent Close
South Ockendon
RM15
Please remember to include your address (including postcode) and a contact telephone number.
When you contact us, we will acknowledge receipt of your complaint and arrange for a manager responsible for your service to call you the same day. The manager will aim to resolve the issue during that call.
If we do not have a telephone number for you, we will respond to your letter or email within three working days.
If you contact us after 4pm on weekdays, weekends, or on Bank Holidays, a manager will respond on the next working day.
If you are not satisfied with how the local manager has handled your complaint, you can request to escalate the matter to a senior manager.
A senior manager will contact you within three working days to further investigate and help resolve your complaint.
If you are still not fully satisfied after speaking with a senior manager, you can request a formal review by E Electrics’ Complaints Manager. We aim to issue a final decision (Deadlock Letter) within 1 week.
We aim to resolve complaints within 8 weeks, offering an apology, explanation, and where appropriate, remedial action or compensation.
If we are unable to resolve your complaint within 8 weeks, and you are not satisfied with our progress, you may request a Deadlock Letter.
If you remain unhappy after receiving a Deadlock Letter, you have the right to refer your complaint to the Energy Ombudsman.
You must contact them within 12 months of receiving your Deadlock Letter. Their service is free and independent for domestic and small business customers.
Energy Ombudsman Contact Details:
Address: PO Box 966, Warrington WA4 9DF
Telephone: 0330 440 1624
Textphone: 0330 440 1600
Website: www.energyombudsman.org
In most cases, the Ombudsman can assist with resolving disputes. However, please note that certain matters such as insurance claims, third-party damage, or wayleave disputes may require resolution through formal legal processes rather than alternative dispute resolution.
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