Utility Energy Brokers

1. Introduction

At Utility Energy Brokers, we value your feedback and are committed to providing excellent customer service. If you have a complaint, we want to ensure it is handled fairly, promptly, and efficiently. This policy outlines how we will work with you to address and resolve any concerns you may have.

2. Our Commitment

Our goal is to resolve your complaint as quickly and satisfactorily as possible. We use feedback from complaints to improve our services, ensuring a better experience for all our customers.

3. Scope of This Policy

This policy applies to all complaints received about any aspect of our services. We treat all complaints seriously, whether they relate to our service standards, actions, or lack thereof.

4. What is a Complaint?

A complaint is any expression of dissatisfaction about the service you have received from Utility Energy Brokers or our staff. This can include issues related to service quality, actions taken, or failure to act.

5. How We Handle Your Complaint

5.1. Receiving Your Complaint
You can submit a complaint via email. All our staff are trained to recognize complaints and will document them accurately, ensuring your concerns are recorded and addressed promptly.

5.2. Acknowledging Your Complaint
We will acknowledge receipt of your complaint within 3 working days. This acknowledgment will be sent via email or letter and will include an outline of our complaints process, including the expected timeframe for resolution.

5.3. Logging Your Complaint
Your complaint will be logged into our Complaints Management System, which records details such as your contact information, the nature of your complaint, the date it was received, and any actions taken so far.

5.4. Investigating Your Complaint
A dedicated Complaints Manager will handle your case impartially, ensuring all sides of the issue are considered. This process may involve gathering relevant information, speaking with staff involved, and reviewing any related documentation.

5.5. Resolving Your Complaint
We aim to resolve all complaints within 10 working days. You will receive a written response outlining the findings of our investigation, any actions taken, and details of any compensation or goodwill gestures offered, if applicable. If the matter requires more time, we will keep you informed of any delays and provide an updated timeline.

5.6. Escalating Your Complaint
If you are not satisfied with our initial resolution, you can escalate your complaint to our Senior Management Team. We will acknowledge the escalation within 3 working days and conduct a further review, providing a final response within 10 working days.

5.7. External Review
If you remain dissatisfied after the escalation, you have the right to refer your complaint to the Energy Ombudsman. We will provide you with all the necessary contact details and guidance on how to proceed.

6. Recording and Monitoring Complaints

All complaints and their outcomes are recorded in our system to help us monitor and improve our services. Regular reports are reviewed by our Senior Management Team to identify trends and areas needing attention.

7. Staff Training and Awareness

Our team receives regular training on complaints handling to ensure we provide you with the best possible service. Information on how to make a complaint is readily available on our website and in our service literature.

8. Policy Review

We review this policy annually to ensure it remains effective and compliant with any regulatory changes. We also welcome feedback from customers like you to help us improve our complaints process.

9. Contact Us

If you have a complaint or need assistance with any aspect of our service, please contact us:

• Email: hello@utilityenergybrokers.co.uk

10. Ombudsman Contact Information

If you feel your complaint has not been resolved to your satisfaction, you can contact the Energy Ombudsman:

• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624
• Post: Energy Ombudsman
  P.O. Box 966
  Warrington, WA4 9DF