At Eazy Switch Limited, we prioritise customer satisfaction above all else. We understand that despite our best efforts, there may be occasions when our services do not meet your expectations. This section is designed to outline our complaints procedure clearly, ensuring that you are fully informed of the steps necessary to voice your concerns effectively and have them resolved promptly. We value your feedback as it not only helps us to improve our services but also enables us to provide you with the quality experience you deserve. Should you need to lodge a complaint, please follow the outlined steps below to ensure that your issues are addressed swiftly.

Eazy Switch Limited – Complaints Procedure

Version: 1.1
Last Updated: September 2025
Page 1 of 3

Customer Complaints Procedure

At Eazy Switch Limited, we are committed to delivering a high-quality service to all our customers. However, if something goes wrong, we want to hear from you. Your feedback helps us improve our services and ensures that any issues are resolved fairly, transparently, and promptly.

This document explains how our complaints procedure works, what steps we take when handling a complaint, and how you can escalate your concerns to the Ombudsman if you remain dissatisfied.

1. Our Complaints Promise

We commit to:

Treating your complaint seriously, confidentially, and fairly.

Investigating your complaint thoroughly and without unnecessary delay.

Keeping you informed throughout the process.

Working to resolve your complaint to your satisfaction.

Learning from your feedback to continually improve our services.

2. How to Make a Complaint

You can contact us to make a complaint using any of the following methods:

By Email

📩 complaints@eazy-switch.com

In Writing

The Complaints Manager
Eazy Switch Limited
Unit 14 Clements Court
Clements Lane
Ilford
Essex
IG1 2QY

By Phone

☎ 020 3961 0022
(9am – 5pm, Monday to Friday)
We may follow up in writing to confirm full details.

To help us investigate quickly, please include:

Your full name and contact details

Your Eazy Switch customer/reference number (if applicable)

A clear description of your complaint and what has gone wrong

What you believe we should do to put things right

Any supporting documentation (e.g., emails, screenshots, letters)

Page 2 of 3

3. Our Complaints Process

Acknowledgement

We will acknowledge your complaint within two working days, confirming the name of the designated Complaints Manager who will handle your case. Where possible, this person will not be the staff member you previously dealt with.

Requests for Additional Information

Your Complaints Manager may contact you if we require further information, clarification, or documents to assist with our investigation.

Our Decision

We aim to provide our decision within ten working days of our acknowledgment.
If we are unable to do so, we will update you on our progress and provide a revised timeframe.

Your Response & Director Escalation

Once you receive our decision, please confirm within ten working days whether you accept it.

If you are unhappy with our response, you may escalate your complaint directly to our Director, Sultan, for a personal review.

📩 sultan@eazy-switch.com
(Please include your complaint reference number.)

Director’s Review

The Director will review your case independently and aim to issue a final decision within ten working days.

Eight-Week Letter

Regardless of the stage reached, if eight weeks have passed since your complaint was first submitted, we will send an Eight-Week Letter.
At this point, you have the right to escalate your complaint to the Ombudsman.

Deadlock Letter

If you reject our final decision, we will issue a Deadlock Letter confirming that we have been unable to resolve your complaint internally.
You may then refer your complaint to the Ombudsman.

Page 3 of 3

4. If You Are Not Satisfied – Ombudsman Services: Energy

If you are a microbusiness, you may refer your complaint to the Energy Ombudsman:

After eight weeks from the date you first complained to us, or

As soon as you receive a Deadlock Letter

The Ombudsman is independent, impartial, and free for customers to use.
If you accept their decision, Eazy Switch Limited is bound by it.
If you do not accept it, you remain free to pursue alternative options (e.g., legal action).

Ombudsman Contact Details

Email: enquiry@ombudsman-services.org

Phone: 0330 440 1624

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Website: www.ombudsman-services.org/sectors/energy

Submit a complaint online: https://www.energyombudsman.org/raisedispute/eazy-switch

5. Citizens Advice Bureau

If you need free, confidential, and impartial advice, you can contact:

🌐 www.citizensadvice.org.uk

Please quote our Ombudsman Membership Number: C35EAZY01

Thank You

We aim to resolve all complaints swiftly and professionally.
Thank you for giving us the opportunity to put things right.