How we handle complaints

Eco Target has a single aim, and that is to help you save money on your energy bills through our first class energy saving improvement service at your home or business property. We want that work to run smoothly and efficiently, as you would expect. That means delivering the highest quality of work, materials and after service care, every time and to every customer.

But we understand that sometimes things can go wrong for a variety of reasons, and if at anytime that happens while we are providing a service for you we want you to know that we are absolutely committed to helping to you to find a solution as quickly as possible.

If for any reason you feel you need to contact us to make a complaint please contact us as follows:

  • By Email : feedbacksecotarget.co.uk
  • By Telephone : +44 (0)800 862 0682
  • By mail : Eco Target Ltd, 3rd Floor , 207 Regent Street, London W1B 3HH

What will happen next?

When our customer services team receives your complaint we will respond with a general acknowledgement within 48 hours (Monday to Friday) to say we have received it and are starting the process of looking at the details. You will receive the name of the customer services team member handling your complaint so you know who is dealing with it.

Your dedicated customer complaints team member will then carry out a thorough investigation of your complaint and will keep in touch with you from start to finish. We may contact you for further details if we need to but if that is not required and we have all the information we need to resolve your complaint then you can expect to have it fully resolved within eight weeks.

If you think we have overlooked something

If for any reason you are not happy with the final outcome of your complaint and feel that there are still issues left unresolved then please let us know. We are committed to doing we all can to help our customers and would be happy to see if there is anything we have overlooked and/or can do further.

In the event that you are still unhappy

If you have contacted us but are still unhappy you can contact the Financial Ombudsman Service. As a customer that has received financial services from us for your energy saving improvement work, you are entitled to refer your complaint to the Financial Ombudsman Service if

  • We have responded but you are still not satisfied with the final outcome of your complaint.
  • You are still waiting for a response to your initial complaint after eight weeks of making it.
You must make your complaint to the Financial Ombudsman Service within six months from the date of our final response to your initial complaint.
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