Our complaints procedure

How to make a complaint

You can raise a complaint about Energy Contract Renewals Ltd ("ECR") by any of the following methods:

• Phone: 020 3631 5541 (Monday–Friday, 9:00am–5:30pm)
• Email: hello@energycontractrenewals.co.uk
• Post: Complaints Team, Energy Contract Renewals Ltd, St. Stephens House, Arthur Road, Windsor, Berkshire SL4 1RU

Please provide your business name, contact details, account or reference number where relevant, and a summary of what has happened and what outcome you are looking for. This helps us investigate quickly.

What happens next

Our process follows these broad stages:

• Acknowledgement — we will acknowledge your complaint within 5 working days.
• Investigation — a member of our team will review your account, correspondence and any relevant supplier records.
• Response — we aim to provide a full response within 8 weeks of receipt, and sooner wherever possible.
• Resolution — where we have made an error, we will explain what happened, what we are doing to put it right, and any steps to prevent it recurring.

If your complaint concerns a supplier's contract, billing or service delivery rather than ECR's own conduct as a broker, we will help direct your complaint to the relevant supplier and support you through that process where we can, but the supplier is ultimately responsible for resolving matters specific to their own contract and billing obligations.

If you remain unhappy

If, after receiving our final response (or after 8 weeks has passed without one), you remain unhappy with the outcome, and your business qualifies as a microbusiness, you have the right to refer your complaint free of charge to the Energy Ombudsman, an independent, not-for-profit organisation that resolves disputes between energy customers and providers.

• Website: energyombudsman.org
• Phone: 0330 440 1624
• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

A business generally qualifies as a microbusiness if it employs fewer than 10 people (or their full-time equivalent) and has an annual turnover or balance sheet total not exceeding €2 million, or if it is a small charity or public sector organisation with an annual energy consumption below the thresholds set by Ofgem. If you are unsure whether your business qualifies, we're happy to help you check, or you can contact the Energy Ombudsman directly.

Ofgem and other bodies

Ofgem is the industry regulator for the GB energy market. Ofgem does not investigate individual complaints but the Energy Ombudsman scheme referenced above is the correct route for unresolved individual disputes.