ESP always aims to provide the highest standard of customer service. Where you do experience a problem with the level of service provided by us, we will strive to make things right as quickly as possible.
Your feedback is important to us as it helps us to improve our processes and train our staff to ensure the highest standards are met.
If you’re unhappy with the service you have received from ESP, please send us a message or call 01372 587 500. There are a few pieces of information that our customer service operatives may ask you:
- Name / Company name (if applicable)
- Telephone number
- Email address
- Full site address (if different from your correspondence address)
- Any reference numbers you may have previously been provided with
Once you have raised your complaint, you will get a response back from us within 5 working days. If you are not satisfied with the way in which your complaint was handled or the response provided by our Customer Service team, you have the right to escalate your complaint to the relevant manager.
Our complaints process is explained within our Standards of Service document – please click here to view.
In the event that your complaint has been through our escalation process and you are not happy with how we’ve dealt with your complaint, there are numerous ways that you can ask for help such as getting in touch with Citizens Advice consumer service, or by seeking the assistance of Ombudsman Services.
We will always do all we can to successfully resolve your complaint to your complete satisfaction. However, if eight weeks have passed since you raised a complaint and you believe that it remains unresolved, OR if you have been notified by ESP that there is nothing more we can do for you, you can refer to, and seek the assistance of Ombudsman Services. Ombudsman Services is an independent body who will assess your complaint. The service is free of charge and the decision made is final and binding on ESP, but not on you. You can contact them via the following methods:
Ombudsman Services: Energy
PO Box 966
Telephone: 0330 440 1624
Textphone: 0330 440 1600