Energy Management Workshop
The Workshop Group
Contact Information
CALL US: +44 (0)1233 225403

  Complaints Procedure

Every year Energy Management Workshop helps businesses of all types and sizes with their energy requirements. We are committed to providing the highest level of advice and care at all times but we recognise that occasionally things can go wrong or that we may have not met your expectations.

Unfortunately, these things can happen. We know we are not perfect no matter how much we strive to be.  But we do want to learn from our mistakes and what you tell us helps to improve our service to you.  Therefore we take complaints about our work and levels of service very seriously.

Below you find all the information you need about making a complaint, including how to contact us and what we promise to do next. The procedure shows how complaints about Energy Management Workshop Ltd or the energy supplier that we have recommended will be handled.

  • We will acknowledge your complaint within two working days.
  • We will investigate the complaint and keep you updated on the progress of the complaint at least every two working days.
  • If your complaint is regarding an energy supplier, we will inform the supplier by email within two working days and confirm to you that this action has been undertaken.
  • We will aim to resolve the complaint within 10 working days.
  • If in the event the complaint hasn’t been resolved during this time, we will provide updates to you every 5 working days until it has been resolved, or at such intervals as may be agreed with you.
  • If the complaint cannot be satisfactorily resolved then it will be passed to a Director who will contact you to seek resolution and take appropriate action.
  • If the complaint is still not resolved, you will be provided with information in order for you to take the matter to the appropriate dispute resolution body.

How to get in touch with us

Please keep any current energy bills, statements or other relevant documentation handy throughout the process where you can.

You can reach us by:

Phone   - 01233 225403 (9am until 5.30pm Mon – Fri)
Email     -
Post       - Complaints, EMW, Andrew James House, Bridge Rd, Ashford, Kent, TN23 1BB