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  • We provide support to over 500 businesses for energy and carbon management

Complaints Process

At Inenco, we are passionate about giving our customers exceptional service, however, we understand that occasionally things can go wrong. If this happens, we’d really like your feedback – not only does it allow us an opportunity to resolve your concerns, but it also helps us to learn and improve our customer service.

If you have a concern or are dissatisfied in some way, our teams will investigate your concern in a fair and independent manner.

You should raise any concerns direct to your Account Manager in the first instance, however, you can also contact us via:

Telephone: 08451 46 36 26

Email: enquiries@inenco.com

To allow our teams to investigate and resolve your concerns, please ensure that you provide us with:

  • Your name
  • Business name
  • Business address
  • Telephone number
  • Email address
  • An explanation of your concerns, including any supporting documentation you would like us to review.

 

Upon receipt of your concerns, the appropriate team/s will look to acknowledge your complaint within three working days and will confirm the next steps in our investigation. Whilst we will make every effort to resolve your complaint as soon as possible, there are some circumstances where third-party engagement means that this may take longer than we would like. In these circumstances, we will keep you updated on the progress of your complaint and an anticipated resolution date.

If you are not happy at any point with the customer complaints process please let us know so we have the opportunity to resolve any concerns or issues you may have.

Inenco is a member of the Ombudsman Services Energy Broker Alternative Dispute Resolution Scheme and as a customer of Inenco, you do have access to this scheme in the unlikely event that we have not been able to handle your complaint to your reasonable satisfaction. This is a free impartial service for you to use if required.

You can contact the Ombudsman Service at https://www.ombudsman-services.org/how-it-works/process. By post Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF, by phone: 0330 440 1624 or email: enquiry@ombudsman-services.org.