If Something Is Not Right, Tell Us

If something about your system or the work we did is not right, please tell us. Most problems are fixed with a phone call to the office on 01323 324888, and we would far rather hear about a small thing early than a big thing late.

If you would like us to treat it as a formal complaint, please put it in writing. That is not us being difficult — it means your complaint is recorded, it can be tracked, and you get our findings in writing at the end rather than a conversation nobody wrote down.

Write to us as soon as you can after you notice the problem, by email to hello@eastbourne.energy or by post to Eastbourne Energy Ltd, Unit 66, Hammonds Drive, Eastbourne, BN23 6PW. You are welcome to call 01323 324888 with any questions about the process, but the formal route is in writing so that nothing gets lost.

• Your name, the address where the system is installed, and a phone number or email address we can reply to.
• The date of your installation, or your quote or job reference if you have one to hand.
• What has gone wrong, with photographs or a screenshot of your monitoring app if you have them.
• What you would like us to do to put it right.

We record every complaint we receive and keep that record updated as we work through it.

These timescales come from the RECC Consumer Code (1 July 2026 edition), which we follow as a Code member. "Working days" means Monday to Friday, not counting bank holidays, and the clock starts on the day you tell us about the problem.

• We record your complaint and keep that record updated while we deal with it.
• We look into what happened and report our findings to you clearly in writing within 10 working days of you telling us.
• Where an inspection is needed, we arrange to inspect your system within 5 working days of you telling us.
• If the problem has left you without heating or hot water, we arrange that inspection sooner — no later than 24 hours after you tell us.
• We then try to agree a course of action with you that resolves the complaint quickly, effectively, and to your satisfaction.

When our investigation is finished we send you a written final response. It sets out (a) the outcome; (b) whether something went wrong and what impact it had on you; (c) the action we will take; (d) confirmation that this is the end of our complaints process; and (e) how to take the complaint further if you are still not satisfied.

If our final response does not resolve things — or if you complained to us in writing and have had no response within 10 working days — you can take the complaint to Green Homes Dispute Resolution (GHDR). GHDR is the independent dispute resolution service appointed for members of our consumer code. It is approved by the Chartered Trading Standards Institute, it is part of Renewable Energy Assurance Limited, and it is 100% free for consumers. It describes itself as an approved and independent service dedicated to resolving complaints in the domestic renewable energy and electric vehicle (EV) chargepoint sectors.

• Online: go to ghdr.org.uk and choose "Raise a Dispute".
• By phone: 0204 616 0015.
• By email: hello@ghdr.org.uk.

GHDR asks you to raise the complaint with the business first, then raise the dispute with them. They investigate, reach a decision, and where a decision goes against the business it has firm deadlines to put things right. We will co-operate fully with them, and we will not take court action against you over a complaint before this process has been followed. Since 20 January 2026 RECC no longer takes new complaints itself: new complaints about its members go to GHDR.

• Raise a dispute with GHDR

Nothing in this procedure reduces your rights under the Consumer Rights Act 2015, which requires a service to be carried out with reasonable care and skill. This procedure sits on top of those rights because we are a member of RECC, a Trading Standards-approved consumer code.

• Our RECC membership
• Aftercare and warranties