Complaints Process

We'll let you know when we've received your complaint, and will start our investigation.

Once we've reviewed your complaint, we'll let you know the outcome, usually within five working days. If it's going to take longer, we'll let you know.

If we can’t resolve your complaint within eight weeks, you can refer your issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. As long as your complaint is within their remit, they'll investigate it free of charge.

You can ask that your complaint goes to Ombudsman Services Communications before the eight weeks are up – to do so, you need to request a deadlock letter from our customer services team. However, if we’re confident that we can sort things out within eight weeks, we have the right to insist that our process is followed.

If something goes wrong... please follow these three steps

Step 1 - Let us know

If something isn't right, the first thing to do is to tell us about it and give us the chance to put it right.

Call us right away on 0333 800 5500 or email home@ecotalk.co.uk.

Step 2 - Customer Complaints Team

If you’re unhappy with the outcome after you’ve told us what’s wrong, or if you feel there’s something we haven’t dealt with properly, then get in touch with our Customer Complaints Team.

They aim for a next working day response and speedy resolution.

Step 3 - Independent help

It’s rare for problems to get to this stage, but if our Customer Complaints Team hasn’t sorted things out to your satisfaction, there are two bodies you can go to for independent help.

Citizens Advice Consumer Service provides independent advice, and the Ombudsman adjudicates between customers and their providers.

Ombudsman Services

CISAS
International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU, United Kingdom

info@cisas.org.uk
020 7520 3827
Textphone: 020 7520 3767

Citizens Advice
Citizens Advice consumer service
Post Point 24, Town Hall, Walliscote Grove Road, Weston super Mare, North Somerset, BS23 1UJ

0808 223 1133
Textphone: 18001 0808 223 1133

Compensation

We have a simple policy when it comes to compensation or goodwill credits. Where we make a mistake, we hold our hands up and put things right at the first opportunity – but we only award compensation where we've caused actual financial loss, or if a large debit has accrued because of any delays or errors on our part.

We’re a not-for-dividend company we use the money we make from customer bills to buy land to give back to nature.

If your old phone number hasn't been transferred to your Ecotalk SIM within one business day we'll compensate you for the delay.

Here’s the calculation we use: (your tariff amount x 12months) / 365 days x number of days delay.

Here’s an example of how that works:

Monthly tariff = £10.00
X12 months = £120.00
/365 days = 0.32 pence
X2 days fault/delay = 0.65 pence (ex VAT)

Compensation will be credited to your next invoice.

Data protection complaints

At Ecotalk, we take the handling of customer personal data seriously. If you have a concern about how we have collected, used, stored, shared, protected or otherwise handled your personal data, you can raise a data protection complaint with us directly.

Many general queries about how we use personal data can also be answered by reviewing our privacy policy.

To make a data protection complaint, please contact DataProtectionOfficer@ecotricity.co.uk. You do not need to use any specific wording but please provide enough detail for us to understand your concern. We will acknowledge receipt of your data protection complaint within 30 days of receiving it and take appropriate steps to investigate and respond without undue delay, including making relevant enquiries and keeping you updated during the investigation where appropriate. This may require verifying your identity before investigating the complaint.

Once we have completed our investigation, we will tell you the outcome of your complaint without undue delay and explain any appropriate action we have taken. We will send our response using your preferred correspondence method where possible.

If you remain dissatisfied after we have provided our response, or if we are unable to resolve your data complaint, you can ask us to escalate your case to a senior member of the team. You also have the right to complain to the Information Commissioner’s Office Make a complaint about how an organisation has used your personal information | ICO