What is our complaints procedure?
As part of our commitment to ensure our quality at UK Utility is 100%, we have detailed below our complaints process to ensure our customers that they have the right to question anything we may have done wrong.
Before raising a complaint, please could you provide us with the following information so we can locate your account swiftly:
- Business name
- Meter Number
- Address
- Your name
- Contact details
Step One:
Log Your Complaint with Us
You can contact us by Phone: 0116 233 3003 (Mon - Fri, 9AM - 5PM)
Step Two
Investigation and Response
Our dedicated team will investigate your complaint and provide a response within 3 working days.
Step Three
Resolution
We aim to resolve your complaint within 10 working days. If we need further time to investigate, we will let you know as soon as possible.
Further Action Required
If you are not satisfied with the outcome, you may wish to appeal. To do this, simply contact us using one of the methods above and ask us to re-evaluate our decision by a more senior member of our organisation.
You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.
If you have a problem sorting out a complaint with us, or if we haven't been able to resolve it after 8 weeks, you may want to contact Energy Ombudsmon.
Ombudsman Services – Energy
Energy Ombudsman Website:
www.energyombudsman.org
E-mail: enquiry@energyombudsman.org
Phone: 0330 440 1624
(Monday - Friday, 8AM - 8PM and Saturday, 9AM - 1PM)
Address:
Energy Ombudsman
PO Box 966
Warrington,
WA4 9DF
