At Total Eco, we aim to provide a professional, reliable and helpful service to every customer. We work hard to deliver clear advice, practical energy solutions and a high standard of customer care across everything we do.

However, we understand that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so we can investigate your concerns and work towards a fair resolution.

How to Make a Complaint

If you would like to make a complaint about our website, services, advice, communication or any other aspect of your experience with Total Eco, you can contact us using one of the following methods:

Online Form

Complete the form on our Contact page and include as much detail as possible about your complaint, including what has happened, when it happened and how you would like the matter to be resolved.

Email

Send your complaint to:
[email protected]

Please include your name, contact details, complaint details and any relevant supporting information or documents.

Phone

Call us on:
0333 3661257

A member of our team will take details of your complaint and explain the next steps.

Post

You can also write to us at:

Total Eco
Suite 1a Technology House
North Quarry Business Park
Appley Bridge
Wigan
WN6 9DL

What Happens Next

Once we receive your complaint, we will acknowledge it as soon as possible and aim to do so within 48 hours.

We will then review the information you have provided, investigate the issue and contact you if we require any further details. Our aim is to deal with complaints fairly, efficiently and professionally, keeping you updated throughout the process.

Where possible, we will try to resolve your complaint promptly. If the matter requires more detailed investigation, we will let you know and provide updates as the complaint progresses.

How We Aim to Resolve Complaints

When reviewing your complaint, we will consider the details you have provided, any relevant records, communications and supporting information. Depending on the nature of the complaint, a resolution may include:

• An explanation of what happened
• An apology where appropriate
• A correction of any error
• Further action to resolve the issue
• Guidance on the next steps available to you

Our aim is always to reach a fair and reasonable outcome.

Escalating Your Complaint

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a senior member of our team. They will review the matter again and consider whether any further action is required.

If your complaint relates to energy services and remains unresolved after 8 weeks, or if we reach a position where no further progress can be made and a deadlock has been reached, you may be able to refer your complaint to the Energy Ombudsman.

Energy Ombudsman

The Energy Ombudsman is impartial and free to use. They may be able to review complaints relating to energy suppliers or brokers where the complaint has not been resolved after 8 weeks, or where a deadlock letter has been issued.

Energy Ombudsman contact details:

Website:
www.energyombudsman.org

Email:
[email protected]

Phone:
0330 440 1624

Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

Contact Us

If you have any questions about this complaints policy, or if you need help making a complaint, please contact Total Eco using the details below:

Phone:
0333 3661257

Email:
[email protected]

Address:
Suite 1a Technology House
North Quarry Business Park
Appley Bridge
Wigan
WN6 9DL