After providing an overview of the customer’s rights and responsibilities, we refer the customer to their energy or water company’s call centre. This is because the customer hasn't contacted their company. If the issue is out of EWOV's jurisdiction we will provide a referral to the applicable body.
After providing an overview of the customer’s rights and responsibilities, we refer the customer to a higher level contact within their energy or water company. This gives the company a final opportunity for direct resolution at a higher level before we open a complaint investigation.
Where the customer’s complaint remains unresolved after referral to the company, or where the issues raised in the complaint are complex or point to an immediate need, we open an investigation. By seeking further information from both the company and the customer, and from other sources as necessary, we form an impartial view of view of what has happened and help the parties reach an agreed resolution.
Where a complaint remains unresolved after investigation, the Ombudsman may make a Binding Decision.