Our complaints procedure
The Utility Centre takes complaints very seriously and adopts a set dispute resolution process.
- WHAT COUNTS AS A COMPLAINT? - A complaint is contact from a customer not happy with our service, communicated by phone, email or letter.
- WHAT HAPPENS AFTER A COMPLAINT? - We will contact you within 24 hours acknowledging we are in receipt and looking at the complaint, a case will be raised and the process will begin.
- HOW TO MAKE A COMPLAINT? - We follow steps that allow us to handle your complaint and correct the issue as efficiently and smoothly as we can.
STEP ONE CONTACT US
Contact us in one of the ways listed below. Our Customer Service Advisors will try to help and assist with your query or complaint straight away. We can call you back, write to you or arrange a call back for a later time, we may record the call for training and verification purposes.
Reception: 0843 456 0066
9am to 5.30pm Monday to Friday
Write to us:
435 Stratford Road
If you are still not happy with our explanation, and we cannot resolve your complaint, with your permission, we can escalate the complaint to the Independent Code Manager (the Ombudsman). They will conduct a full audit of your complaint, we try to resolve all issues within 7 days of escalated complaint.
If we are unable to resolve your complaint within 7 days we will write to you informing you of our next process.
If you are a micro business and we have not been able to sort out your request within 8 weeks, or we cannot agree a way forward with you, we will write and let you know you have the right to refer your complaint to the Ombudsman Services: Energy.
You do not have to accept their decision, but if you do, we will act on what they say.
WHY HAVE YOU CONTACTED ME I AM ON THE T.P.S REGISTER
If you have recently selected T.P.S. Telephone Preference Service or F.P.S. Fax Preference Service, we will remove you from our database ensuring you are not contacted in the future by the Utility Centre, we apologise for any disruptions this may have caused your business.