At Utility360 we aim to provide a professional and comprehensive service to all our customers. However, there maybe occasions when we fail to provide the service you expect from us. If you contact us expressing your dissatisfaction, we will treat the matter seriously and objectively. We have a complaints procedure in place, enabling us to investigate the details relating to your complaint and provide a quick resolution. We are committed to improving our business practices wherever possible and will take on board all possible learning from any issues reported to us. We will look to change our business policy and procedures as a result.
Any complaint you make will be treated in the following stages:
Complaints that Utility360 cannot resolve because a deadlock letter has been issued, or because the complaint has been in progress for more than 8 weeks can then be referred to the Energy Ombudsman. This body is fully approved by OFGEM. The resolution communication(in Step 4 or 5) will include an explanatory leaflet and contact details for the Ombudsman Scheme. If you are unhappy with our letter and wish to take the matter further, you will need to contact the Ombudsman to consider the matter. The Ombudsman Scheme is free and impartial. Their resolution and determination services are available in the event that Utility360 and their customer are unable to reach a resolution through our customer complaints procedure.
The contact details for the Energy Ombudsman are;
Energy Ombudsman, P.O. Box 966, Warrington. WA4 9DF
0330 4401624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
If you wish to make a complaint or check on the progress of a complaint, please contact:
The Complaints Manager
0800 148 8360