WeSave Ltd – Complaints Policy

Introduction

At WeSave, we are committed to delivering an excellent service to our customers. Nevertheless, we acknowledge that there may be instances where we fall short of achieving this commitment. To address such situations fairly, efficiently, and with respect, we have an established Complaints Procedure. This ensures that your concerns are given due attention and resolved satisfactorily. If you find it necessary to file a complaint, please inform us as soon as possible.

Our Complaints Procedure, detailed below, outlines the steps we take to handle any complaints and includes information on your right to escalate the matter to the Energy Ombudsman if you are dissatisfied with our resolution (for Energy services only).

Complaints Procedure

  • Please send your complaint to customercare@wesave.co.uk, or posted to the address provided at the bottom of this page, or discuss it directly with your Account Manager. Clearly label it as a complaint and include as much supporting information as possible.
  • A designated Customer Care Manager will handle your complaint. Whenever possible, this manager will be someone not previously involved as your Account Manager or point of contact.
  • The Customer Care Manager will contact you within five working days to acknowledge receipt of your complaint and confirm that an investigation is underway. Additional information may be requested at this stage or during the investigation.
  • Within ten working days of acknowledging your complaint, the Customer Care Manager will communicate the outcome of our investigation.
  • If our response is unsatisfactory or you disagree with our decision, notify us in writing within ten working days of the Customer Care Manager’s conclusion and request an escalation of your complaint.
  • A Director will conduct a further review of the complaint, potentially seeking additional information or clarification.
  • The outcome of the additional review will be communicated within ten working days of your request for escalation.
  • If you reject our escalated response, we will issue a deadlock letter, confirming your refusal of our final decision.
  • For Energy Services complaints, subsequently, you have the right to refer your complaint to the Energy Ombudsman. Regardless of the stage reached in the process, we will inform you within eight weeks that you are entitled to refer your complaint to the Energy Ombudsman.

Should our investigation reveal shortcomings in We Save’s service, we commit to taking corrective action, including official apologies, goodwill gestures, and/or compensation, as appropriate. Identified process deficiencies will be subject to review as part of our ongoing commitment to continuous improvement.

Other ways to receive this Complaints Procedure

If required, you can request a copy of this procedure by e-mail or post by letting us know and providing your relevant contact details. You can contact us using any of the methods shown below.

By Post

WeSave Ltd
Lower Ground Floor
22 Lemon Street
Truro
Cornwall
TR1 2LS

By telephone:
+44 (0) 1872 495 111

By email:
customercare@wesave.co.uk

The Energy Ombudsman (Applicable only to Energy Services)

If you are a micro-business you are entitled to refer your complaint to the Energy Ombudsman should your complaint not be resolved either within eight weeks of your complaint first being notified to us, or after you have received a deadlock letter from us, whichever is sooner.

Micro-businesses are defined as a business that either:

  • employs fewer than 10 employees (or full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million;
  • uses up to 100,000 kWh of electricity per year;
  • uses up to 293,000 kWh of gas per year.

The Energy Ombudsman is an independent body that decides the outcome of disputes between us and our micro-business customers.  The Energy Ombudsman service is impartial and free for you to use. 

If you accept the Energy Ombudsman’s decision, we must then honour that decision. You are not though bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation. 

The Energy Ombudsman’s contact details:

  • Name: Energy Ombudsman
  • Email: enquiry@energyombudsman.org
  • Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
  • Post: Ombudsman Services, Energy, PO Box 966, Warrington, WA4 9DF
  • Website: www.energyombudsman.org 

OFFICE ADDRESS

22 Lemon Street
Truro
Cornwall
TR1 2LS

GET IN TOUCH

01872 495 111

hello@wesave.co.uk

Contact Form

Energy Ombudsman

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WeSave Ltd is registered in England & Wales: 15364271