Our Complaints Procedure
The Utility Centre are Ofgem regulated energy brokers fully compliant with the energy industry code of practice
Our compliants procedure is designed and intended to deal with any issues that may arise in a timely and professional manner. We realise and understand the value of satisfied clients, we aim to make sure our level of service is never questioned.
You can make a complaint in writing, by email or by telephone. If you are writing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.
- In writing: Customer Services, Utility Centre, Customer Services, Avon House, 435 Stratford Road, Solihull, B90 4AA
- By Telephone: 0800 160 1001
- By Email: email@example.com (Please include ‘Complaint’ in the title of your email)
We will provide a substantive response to your complaint, outlining what we have done in response, and any outstanding actions and related timescales, within 14 working days of receiving it. Our objective is then to ensure you are kept fully updated as we work to resolve your complaint.
Visit the ‘Know Your Rights’ publication for more information:
You can consult the Citizens Advice Bureau at any stage in the complaints process.
Contact the Citizens Advice consumer service on 03454 04 05 06 or visit www.adviceguide.org.uk
If you still remain unsatisfied with the response to your complaint, and we have informed you that we can take no further action, or 8 weeks has passed since you originally told us about your complaint, you have the right to contact the Energy Broker ADR Ombudsman Scheme. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. Their final decision is binding on the energy supplier, not the customer.
The Energy Ombudsman can be contacted as follows: