Complaints Policy

Last updated: December 2025

Complaints policy for Energy Oasis LTD.

  • Company Registration No: 08807851.

  • Registered in England & Wales.

  • Energy Oasis LTD is an Environmental consulting activities Business.

Introduction

Energy Oasis LTD is committed to delivering high quality services to its customers. In the event that a customer is disappointed with any element of our service, our aim is to ensure that our complaint procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

Definition of a complaint

We define a complaint as “Any oral or written expression of dissatisfaction (whether justified or not) about the provision of, or failure to provide, a service. Generally, the complaint must allege that the complainant has suffered (or may suffer) material inconvenience.”

  • Energy Oasis LTD will acknowledge all written complaints within five working days.

  • Energy Oasis LTD will investigate the details of a complaint and take appropriate action at each stage of the investigation.

  • All complaints regarding Energy Oasis LTD will be referred immediately to the Directors.

  • Energy Oasis LTD will attempt to complete all investigations and respond to a complaint within 30 days.

How and where to raise a complaint

You can report your complaint by:

  • Email: info@energyoasis.org.uk

  • Call us: 01423 528239. The office is open from 9am to 5:30pm, Monday to Friday (excluding Bank Holidays).

  • Write to us: Energy Oasis LTD, Suite 1, Ground Floor, 2 Victoria Avenue, Harrogate, England, HG1 1EL.

What happens next?

We’ll get back to you as quickly as we can, normally within five business days, but sometimes it may take a little longer to investigate your complaint. If this happens, we’ll contact you within this time to inform you:

  • Why we can’t respond in full to the issues you have raised yet.

  • Who is looking into your complaint.

  • When we will be back in touch.

We aim to resolve all complaints within 30 days, however if it takes longer then we will regularly update you on our progress throughout this time.