At EasyPayNW, we value our clients and strive to resolve any issues quickly, fairly, and efficiently. We understand that sometimes things may go wrong, so we’ve created this Complaints Procedure to ensure your concerns are handled consistently and transparently.

How to Raise a Complaint
If you’re unhappy with our service, a supplier, or a partner, please let us know and we will investigate promptly. Complaints can be made via:

• Phone: 07879500524, option 0 (Mon–Fri, 10:00am–6:00pm, excluding bank holidays)

• Email: easypaynw@gmail.com

• Post: EasyPayNW, Unit 2, Midland House, 111–113 Victoria Road, Romford, RM1 2LX (Attn: Director)

Complaint Process & Timeline

• Oral complaints will be acknowledged in writing, confirming our understanding.

• Complaints by email or post will be acknowledged within 2–3 working days.

• We will provide progress updates every 2–3 working days.

• Our goal is to resolve complaints within 2–4 weeks.

• If unresolved, and with your consent, we will escalate the issue to the Independent Code Manager, who will respond within 7 working days and outline next steps.

Resolution & Compensation
If your complaint is upheld, we will provide fair compensation for any acts or omissions for which we are responsible.

Further Support
If your complaint involves a supplier or you are unhappy with our response, you may also contact the Energy Ombudsman at 0330 440 1624 or visit www.os-energy.org.

At EasyPayNW, we are committed to addressing every concern until a satisfactory resolution is reached.