Low Cost Energy Advice Ltd
Low Cost Energy Advice Ltd (“LCEA”, “we”, “us” or “our”) is committed to providing our clients with a professional, independent, transparent and high-quality service.
We take complaints seriously and aim to resolve any concerns fairly, promptly and openly.
1. How to make a complaint
If you are dissatisfied with any aspect of the service you have received from Low Cost Energy Advice Ltd, please contact us in the first instance.
You can make a complaint by email, telephone or in writing.
Email: mark@lowcostenergyadvice.co.uk
Telephone: +44 (0) 1403 586 666
Post: Low Cost Energy Advice Ltd, at our registered office address.
Please provide as much information as reasonably possible to help us investigate your complaint, including:
- your name and company name;
- your contact details;
- a description of your complaint;
- relevant dates;
- details of any energy supply contract or service concerned;
- copies of relevant correspondence or supporting information where appropriate; and
- how you would ideally like the matter to be resolved.
There is no charge for making a complaint.
2. Acknowledging your complaint
We will acknowledge receipt of your complaint promptly and normally within 3 working days.
Where possible, we will seek to resolve straightforward complaints immediately.
If further investigation is required, we will explain the next steps and may contact you for additional information.
3. Investigating your complaint
We will investigate your complaint fairly and objectively.
Depending on the nature of the complaint, this may include reviewing:
- the advice or services we provided;
- relevant contracts and agreements;
- correspondence between you and LCEA;
- quotations, tender results or procurement information;
- information received from energy suppliers or other third parties; and
- any other information relevant to the complaint.
We will consider whether we have delivered our services in accordance with our contractual obligations and the professional standards we expect of ourselves.
4. Resolving your complaint
We aim to resolve complaints as quickly as reasonably possible.
Where a complaint can be resolved quickly, we will communicate the outcome to you without unnecessary delay.
For matters requiring further investigation, we will aim to provide a substantive response within 10 working days.
If we require longer to investigate a complex matter, we will keep you informed of progress and explain when we expect to provide our final response.
Where we identify that something has gone wrong, we will seek an appropriate and proportionate resolution.
This may include:
- providing an explanation or clarification;
- correcting an error;
- taking appropriate remedial action;
- making an apology;
- reviewing or improving our internal processes; or
- proposing another reasonable resolution appropriate to the circumstances.
5. Deadlock
If we have completed our investigation but are unable to reach an agreement with you, we may issue a deadlock letter.
This will set out our final position in relation to your complaint and explain any further options available to you.
6. Independent dispute resolution
Low Cost Energy Advice Ltd is in the process of applying to join the Energy Ombudsman Energy Broker Alternative Dispute Resolution (ADR) Scheme.
Once our membership has been confirmed, eligible clients will be able to refer qualifying unresolved complaints to the Energy Ombudsman for independent review in accordance with the rules of the scheme.
The Energy Ombudsman is independent and impartial and its service is free to eligible complainants.
Further information about the Energy Ombudsman and its Energy Broker dispute resolution service is available from:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org
Eligibility for referral and whether a particular complaint falls within the scope of the scheme will be determined in accordance with the Energy Ombudsman’s applicable rules.
7. Complaints involving an energy supplier or other third party
Our services may involve dealing with energy suppliers and other third parties on behalf of our clients.
If your complaint relates wholly or partly to the actions or services of another organisation, we will explain this to you and, where appropriate, assist you in identifying the organisation to which that element of your complaint should be addressed.
We will remain responsible for investigating any element of the complaint relating to the advice, actions or services provided by Low Cost Energy Advice Ltd.
8. Record keeping and continuous improvement
We maintain appropriate records of complaints received and their outcomes.
We review complaints and client feedback to identify opportunities to improve our services, communications and internal processes.
9. Our commitment
Our business is built around independence, transparency and providing clients with clear, professional energy procurement advice.
If you believe we have fallen short of those standards, we want to know about it and will make every reasonable effort to resolve the matter fairly.
Low Cost Energy Advice Ltd
Email: mark@lowcostenergyadvice.co.uk
Telephone: +44 (0) 1403 586 666
Website: www.lowcostenergyadvice.co.uk
Last updated: August 2026