At Ezro Utilities, we strive to deliver the highest level of service throughout your contract. However, if an issue arises and you wish to file a complaint, rest assured that we will thoroughly investigate and promptly address any concerns, whenever possible. We value feedback and continuously aim to enhance our services. If, however, a customer finds any aspect of our service unsatisfactory, we welcome the opportunity to make amends.

While we hope that the initial steps will suffice, we acknowledge that in extremely rare cases, you might need to escalate your concern. Our complaint service is unbiased and provided at no cost to our clients. Regardless of the situation, we treat customers who raise complaints with respect and courtesy.

Step 1:
A complaint is defined as any expression of discontent with the service provided by Ezro Utilities. Complaints can be submitted in writing, via email, over the phone, or through other means. Kindly provide comprehensive details about the reasons for your complaint and the desired resolution. We maintain records of all complaints received.
Email: complaints.utilities@ezro.co.uk

Phone: +44 20 36496712
Address: Ezro Utilities, Ransom Hall, Ransom Wood Business Park, Southwell Road West, Rainworth, Mansfield, Nottinghamshire, NG21 0HJ

Step 2:
Upon receiving a complaint, we will acknowledge it in writing or electronically within five business days. The assigned person handling the complaint will not have been directly involved in the matter and will possess the authority to address the issue.

Step 3:
Within two weeks of complaint receipt, you will receive either:
1. A comprehensive response that effectively addresses the complaint.
2. A holding response explaining why we’re unable to resolve the complaint immediately, with an indication of when we’ll follow up.

Should we not receive a response from you within seven days of providing our final resolution, we will assume you’re satisfied with the outcome.

Step 4:

If you remain unsatisfied with our final response, we’re open to considering further explanations. However, unless new evidence or substantial flaws in our findings emerge, the outcome of our investigation is unlikely to change.

Step 5:

Within eight weeks of receiving a complaint, we will provide a final response that adequately addresses the issue.

Step 6:

Should you still be dissatisfied with our response, you have the option to engage in Alternative Dispute Resolution (ADR) via Ofgem. This impartial and free service can be used if the complaint remains unresolved after eight weeks. For more information, visit their website at https://www.ombudsman-services.org/sectors/energy-brokers or Their address,

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D
Contact: 0330 440 1624 Email:
enquiry@energyombudsman.org

We are not liable for the content on their site.