Complaints Procedure

Complaints Procedure

ECM takes customer satisfaction very seriously, and in the unfortunate instance where a customer of ECM has cause to complain about the services offered, how it has been delivered or any other aspect of our service we will investigate thoroughly to ensure resolution by following the below complaints procedure;

All customers’ complaints are kept in the ‘Customer Complaints Log’ and managed by Nick Smith, General Manager.

In the first instance, customers with complaints should contact their Account Manager on 01772 682323 or in writing via email. Account Managers will endeavour to reply to all customer complaints within 24 working hours of the complaint being received.

If the customer feels that this hasn’t resolved the cause of the complaints they should contact Steve Casson, Managing Director, on 01772 682323 or in writing via The Managing Director will endeavour to respond to all customer complaints in writing within 5 working days.

ECM is a member of the Utilities Intermediaries Association, and is bound by their guidelines and code of conduct. Customers who wish to complain to the UIA about ECM, should contact:

The Compliance Director
PO Box 355, Tunbridge Wells, TN2 9ED