Complaints Policy


At Essex Vehicle Charging, we are committed to providing the highest level of service and workmanship. We take great pride in our reputation for reliability and quality across Essex. However, we recognise that on rare occasions, things may not go exactly as planned.


If you are not entirely satisfied with any part of our service, we want to hear about it so we can make it right and improve our future standards.


Our Principles


  • We treat all complaints seriously and confidentially.
  • We will handle your complaint promptly, politely, and fairly.
  • We aim to resolve issues at the earliest possible stage.
  • We use feedback from complaints to improve our services and training.


How to Make a Complaint


If you have a concern, we encourage you to discuss it with the electrician on-site first, as many issues can be resolved immediately. If this is not possible or you remain dissatisfied, please follow our formal procedure:


Contact Us:

Please put your complaint in writing (email or letter) so we have a clear record of your concerns. Include your name, address, the date of the work, and a brief description of the issue.


  • Email: info@essexvehiclecharging.com
  • Phone: 07397 893137
  • Address: Essex Vehicle Charging LTD, 50a London Road, Lexden, Colchester, Essex CO3 4DF


Our Response:

  • Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.
  • Investigation: We will investigate the matter thoroughly. This may involve a phone call to discuss the details or a site visit to inspect the work.
  • Resolution: We aim to provide a full written response and a proposed resolution within 10 working days. If the investigation is complex and requires more time, we will keep you informed of our progress.


Escalation


We hope to resolve all matters directly with our customers. However, as a registered member of NAPIT, we offer our customers access to an independent complaints process if a "deadlock" is reached.


If we have exhausted our internal complaints procedure and you are still not satisfied with the outcome, you may refer your complaint to our competent scheme provider:


  • Email: info@napit.org.uk
  • Website: www.napit.org.uk
  • Address: NAPIT 4th Floor, Mill 3, Pleasley Vale Business Park, Mansfield, Nottingham, NG19 8RL


Our Insurance Details


For your peace of mind, Essex Vehicle Charging is fully insured. Our policy details are as follows:


  • Insurance Provider: AXA Insurance UK PLC
  • Public & Product Liability: £5,000,000
  • Professional Indemnity: £500,000



Last updated 21st March 2026