Complaints Handling Procedure
We are committed to delivering a high standard of service across all our utility solutions. However, we understand that things can sometimes go wrong. When this happens, we want to hear from you and resolve the issue as quickly and fairly as possible.
Our Commitment to You
We aim to:
- Resolve complaints quickly and efficiently
- Treat all customers fairly and respectfully
- Keep you informed throughout the process
- Provide clear explanations and appropriate solutions
- Learn from feedback to improve our services
What is a Complaint?
A complaint is any expression of dissatisfaction relating to our services, including:
- Energy or utility contracts
- Billing or pricing concerns
- Customer service experience
- Sales or marketing practices
- Interactions with third-party suppliers
How to Make a Complaint
You can contact us using any of the following methods:
- Phone: 079 1368 5973
- Email: admin@utility7.com
- WhatsApp: 079 1368 5973
If you contact us by phone, we will try to resolve your complaint immediately. If this is not possible, we will log your complaint and assign it to a dedicated handler.
How We Handle Your Complaint
1. Acknowledgement
We will acknowledge your complaint within 1–5 working days.
You will receive a reference number and the details of the person handling your case.
2. Investigation
Your complaint will be reviewed thoroughly.
We may contact you if further information is needed and, where relevant, liaise with suppliers or partners on your behalf.
3. Resolution
We aim to provide a full response within 10 working days.
If we need more time, we will inform you and keep you updated.
4. Outcome
We will explain our findings and, where appropriate, offer:
- A clear explanation
- An apology
- Corrective action
- Compensation (if applicable)
If You Are Not Satisfied
If you are unhappy with our response, you can request an internal review. Your complaint will be escalated to a senior team member for further assessment.
Independent Review – Energy Ombudsman
If we are unable to resolve your complaint within 8 weeks, or you receive a final response (deadlock letter) and remain dissatisfied, you can contact the Energy Ombudsman.
Contact Details:
- Phone: 0330 440 1624
- Website: www.energyombudsman.org
- Email: enquiry@ombudsman-services.org
This service is free, independent, and impartial. Their decision is binding on us if you accept it.
Additional Support
You may also contact Citizens Advice for free, impartial advice on your energy and consumer rights.
Timeframes at a Glance
- Complaint acknowledged: 1–5 working days
- Resolution target: Within 10 working days
- Maximum resolution period: Up to 8 weeks
- Ombudsman eligibility: After 8 weeks or deadlock letter
Record Keeping
We keep a record of all complaints to:
- Monitor performance
- Improve our services
- Ensure compliance with industry standards
Accessibility
We aim to make our complaints process accessible to everyone.
If you need support or would like someone to act on your behalf, please let us know and we will assist accordingly.
Continuous Improvement
We review all complaints to identify trends and improve the quality of our services, ensuring a better experience for all our customers.