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Complaints Procedure

Because Every Concern Deserves a Solution.

At esave, we are committed to delivering a high standard of service. However, we recognise that sometimes things can go wrong. If you’re not satisfied with any aspect of our service, we want to hear from you — and we’ll do our best to put things right.

Step 1

Get in Touch

If you have a complaint, please contact your Account Manager in the first instance. You can reach us in the following ways:

📞 Phone: 01463 240640
📍 Address: esave, IVTWO, Kintail House, Beechwood Business Park, Sir Walter Scott Drive, Inverness, IV2 3BW
📧 Email: hello@esaveuk.com

Complaints can be made by phone, in writing, or in person. To help us resolve your issue efficiently, please include:

  • A clear description of your complaint
  • What you would like us to do to resolve it
  • Any relevant supporting documents

Our Commitment to You

1

We aim to resolve complaints by the end of the third business day where possible.
2

If more time is needed, we will acknowledge your complaint within five business days and let you know who is handling it.
3

We aim to provide a full response within two weeks.
4

If your complaint is upheld, we may offer redress in the form of an apology, a goodwill gesture, or compensation.

All complaints are treated seriously, logged, and reviewed as part of our commitment to continuous improvement.

Step 2

If You’re Still Unhappy

If you are not satisfied with our response, you may escalate your complaint to one of our Directors. They will review the matter and respond directly.

If your complaint remains unresolved after eight weeks, or you are dissatisfied with our final response, and you qualify as a microbusiness or small business, you may refer your complaint to the Energy Ombudsman. Their service is free and impartial.

🔗 www.ombudsman-services.org

Who Qualifies for Ombudsman Support?

You may be eligible to refer your complaint to the Energy Ombudsman if your business meets either of the following definitions:

Microbusiness

  • Fewer than 10 employees (or their full-time equivalent)
  • Annual turnover or balance sheet total of no more than £2 million
  • OR annual energy usage of no more than 100,000 kWh of electricity or 293,000 kWh of gas

Small Business (as defined by Ofgem)

  • Fewer than 50 employees (or their full-time equivalent)
  • AND annual turnover of no more than £6.5 million or a balance sheet total of no more than £5 million
  • OR annual electricity consumption of no more than 200,000 kWh
  • OR annual gas consumption of no more than 500,000 kWh