Complaints Procedure


Key Business Contact (For Complaints)
Name:  Mark Chaskelson
Telephone: +44 117 3739 322


169-171 Hotwell Rd, Bristol, BS8 4RY


Complaints Procedure

We at EcoMove Bristol LTD take complaints very seriously, we aim to resolve complaints as quickly as possible and to the complete satisfaction of our customers.

Our procedure will explain how we deal with any complaints, what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint, we would like to hear from you. You can contact us directly by telephone on  +44 117 3739 322 or in writing using the details in the table above and your complaint will be resolved.

Any complaint verbal or written will be referred to the relevant department manager (i.e. the sales manager) and to our general manager. This will happen at the earliest opportunity if the relevant manager is unavailable. We will also:

  • Acknowledge the complaint in writing promptly
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Keep you informed of our progress
  • Discuss with you our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Advisor or Provider

From time-to-time clients express dissatisfaction to their adviser about the product/provider/manufacturer. We will need to establish whether your complaint relates to the advice given, the adviser service or the service or performance of the product/provider/manufacturer. If unclear, this must not delay investigation and we will proceed with our own investigation. We will review this matter and take the complaint to the provider/manufacturer if appropriate in consultation with you.


We will work with the relevant department manager to establish the nature and scope of your complaint.

Holding letter

In situations where we require further time to investigate your complaint, we will issue a holding letter informing you of this, we also advise in this letter that you would have our final response within eight weeks of the date of receipt of your complaint.

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. Our intention is always to provide a fair outcome for all parties. This outcome does not affect your legal statutory rights.