Where unfortunately the customer feels that the level of service received from Ebroker Direct (eBroker Direct Limited) has not met with their expectations, we will require the following steps to be followed:
A direct conversation with a member of the management team at eBroker Direct Limited to establish the reason for the complaint and try and rectify the situation as soon as possible.
If the complaint cannot be rectified at step 1, we will ask that the customer formalises the complaint and sends in writing by either post or email.
Please send all post to:
Customer Service Team Ebroker Direct Limited
Suite A, 2nd Floor Burlington House Bournemouth
BH1 2HZ
Please send an email to:
On receipt of the formal complaint from the customer the following process will apply:
A member of the management team will formally acknowledge receipt of the complaint in writing and send to the client by email (or post where no email address has been given to eBroker Direct Limited) within the following timescales:
Email - An acknowledgment sent no longer than 24 hours after receipt by eBroker Direct Limited
Post - An acknowledgment sent by 1st class mail no longer than 24 hours after receipt by eBroker Direct Limited
An internal audit will be undertaken immediately.
A company director from Ebroker Direct Limited will write a detailed response to the client with an explanation of what is being done to resolve the complaint raised by the client. Ebroker Direct Limited will always look to resolve the complaint and respect the customers position at all times.
The detailed response will be sent to the client within 5 business days of the complaint being received by Ebroker Direct Limited. The Ebroker Direct Limited company directors’ direct dial telephone number and email address will be detailed on the correspondence.
If the complaint cannot be resolved between Ebroker Direct Limited and the customer and it reaches “Deadlock” or no resolution can be reached after 8 weeks of Ebroker Direct Limited formally acknowledging the complaint the customer will be offered the opportunity of escalating the complaint to the Energy Ombudsman.
The Energy Ombudsman in an impartial not for profit organisation that is free for customers to use.
They can be contacted as follows:
Website: www.energyombudsman.org
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
