Complaints procedure

How to make a Customer Complaint to esave.
We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help, please call us on: 01463 240640, Monday to Friday 8.30am – 5.00pm.

Or write to us at:
esave, IVTWO, Kintail House, Beechwood Business Park, Sir Walter Scott Drive, Inverness, IV2 3BW

STEP 1 – MAKE CONTACT
In the first instance please contact your Account Manager. Our contact details are set out above.  Complaints can be made by phone, in person, or in writing (inc. email).

To help us to investigate and resolve your complaint, please provide us with the following information:

• a clear description of your complaint;
• details of what you would like us to do to rectify the situation;
• if appropriate, copies of any relevant supporting documentation.

Our commitment to you
All complaints are logged and recorded.  We will do our best to resolve your complaint by the end of the third business day following receipt if possible. If this is not possible we will, within 5 business days, write to you to confirm receipt of your complaint and tell you who is handling your complaint and how to contact them.

As we are committed to continuous improvement, we take all complaints seriously.  All complaints are treated with courtesy and respect, and we will endeavour to resolve your complaint as quickly as possible, keeping you informed of the progress and looking to supply you with a final response within 2 weeks of receiving the complaint.  Should your complaint be upheld, then redress may be provided in different ways, e.g. via an apology, by making a goodwill gesture, or by giving compensation.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision. If you are dissatisfied with our response, or we have not provided our final response within 2 weeks of receiving the complaint, you can refer the matter as follows.

STEP 2 – WHAT IF I REMAIN UNHAPPY WITH YOUR RESPONSE?

Please contact one of the Directors, George Michie or Neil Watson. Both are available on the number shown above.

If you remain unsatisfied with the response you receive from the Directors, or if it has been unresolved for more than eight weeks from the date of receipt by esave, and you qualify as a Micro business (see below) then from the 1^st December 2022 you can escalate your complaint to the Energy Ombudsman (contact details available at www.ombudsman-services.org), whose service is free and impartial. 

A “Micro business consumer” is a ‘relevant consumer’ as defined in the Gas and Electricity Regulated Providers (Redress Scheme) Order 2008 and as further defined, from time to time, by the Gas and Electricity Markets Authority or Ofgem. As of 31 March 2014 a ‘micro business’ is defined as one with;

(i) An annual consumption of electricity of not more than 100,000 kWh; or

(ii) An annual consumption of gas of not more than 293,000 kWh; or

(iii) Fewer than the equivalent of ten full time employees and an annual turnover or annual balance sheet not exceeding €2 million. Where the micro business receives gas and electricity supplied by the same Energy Supplier, the annual consumption of gas and electricity shall be treated separately for the purposes of determining its capacity to make a complaint to Ombudsman