Complaints Procedure

At Evolve Energy we follow a comprehensive complaints procedure, which is detailed below. We strive to uphold the highest standards of service, but appreciate that we may not always get things right first time.  That’s why our complaints procedure and any feedback we receive forms an important part of our continual enhancement process, strengthening our commitment to service excellence.

About us

Our official company name is Evolve Energy Green Solutions Limited. We are trading as Evolve Energy. Everyone in the Evolve Energy team has over 15 years of experience working in the energy industry. Our depth of knowledge and commitment to service excellence underpins everything we do, including our complaints procedure. We take pride in offering excellent customer service and are always looking for new ways to enhance the experience for our clients. By closely monitoring the market every day, we ensure that our customers benefit from the most competitive utility rates available. We work hard to match each business with the ideal contracts to suit their specific needs.

What is considered a complaint?

We view a complaint as any formal dissatisfaction expressed by a customer regarding our service. All complaints are treated equally, whether it’s communicated to us by phone, email, or letter.

We address all complaints with care and attention, ensuring a fair and thorough response. Every complaint is taken seriously, and we work diligently to resolve them in a sensitive and effective way. Our goal is to handle all issues in a confidential and professional manner.

How to file a complaint

If you wish to make a complaint, please get in touch using one of the methods listed below. Our dedicated Complaints Officer will respond to your concerns as quickly as possible. We can arrange to call you back, send a written response, or assist you in another way that is most convenient. Please note that for quality assurance and training purposes, we may record calls.

Call us on 0331 630 0203. Lines are open Monday to Friday 9am – 5pm.

Email us at resolve@evolveenergy.org

Write to us at the following address:
Evolve Energy Green Solutions Limited
Customer Services
A6 Arundel House
Ackhurst Business Park
Chorley
PR7 1NY

Continuous improvement in customer service

We are committed to constantly improving the service we provide. In order to ensure we are meeting your expectations, we may reach out for feedback on your experience with us. If you have any suggestions on how we can further enhance our services, please don’t hesitate to let us know.

I’m registered with the Telephone Preference Service, so why have you called me?

If you’re registered with the Telephone Preference Service (T.P.S.) and you have received contact from us, we apologise for any inconvenience caused. We will promptly update our records to ensure that you are no longer contacted by Evolve Energy in the future.

Stages of our Complaints Procedure

There are two stages to Evolve Energy’s Complaints Procedure:

Stage One

Upon receiving your complaint, a designated complaints officer will promptly acknowledge it via email within 24 hours. The complaint will be formally logged, and an investigation will be initiated. We aim to address complaints as quickly and efficiently as possible. If the issue cannot be resolved immediately, you will receive a comprehensive response within 28 days.

Stage Two

If you are dissatisfied with how your complaint has been handled in Stage One, and with your consent, we will escalate the matter to the Independent Code Manager. More complex issues may require a detailed audit, and we will work to resolve these within 28 days. Should we need more time to complete the investigation, we will inform you of the delay and provide an updated timeline. Once the investigation concludes, we will explain our findings and the reasoning behind our decisions.

If you are a small business with fewer than 50 employees and a resolution is not reached within 8 weeks, you are eligible to access the Energy Ombudsman’s independent dispute resolution service. While their decision is not binding, we will comply with their findings should you choose to accept their judgment.

You can contact the Energy Ombudsman here https://www.energyombudsman.org/raise-dispute or via the below channels:

Post: Energy Ombudsman PO Box 966, Warrington WA4 9DF
Telephone: 0330 440 1624 Lines are open Monday to Friday 8am – 6pm excluding bank holidays
Email: enquiry@energyombudsman.org