Complaints Procedure

Introduction

At Utility Discount, we aim to provide a first-class service for all of our customers. However, we recognise that occasionally we may not achieve every aspect of that goal. Should that happen we have in place this complaint procedure to ensure your concerns are both addressed and resolved.

Below we set out how our complaint procedure works and the steps you need to follow.

The procedure

1. Contact us

Please contact us by email, telephone or post.
Email: complaints@utilitydiscount.co.uk
Telephone: +44 20 8050 2545
Post: 121 Holloway Road, London, N7 8LT

Our customer relations team are available business days 9 am to 5 pm.

2. Acknowledgement

Within 5 working days of receiving your complaint, we will send you an acknowledgement. We will also inform you of the designated complaint manager who will deal with your complaint.

3. Additional information or clarification

The complaint manager may contact you and ask for additional information,

4. Our decision

We will inform you of the outcome of our investigation within 10 working days of the acknowledgement of the complaint.

5. Your decision

Upon receiving our decision you will have 10 working days to let us know whether or not you accept our decision. If you do not agree with our decision you will be allowed to provide additional documents and information that will assist in our review of the initial investigation.

6. Decision review

Should you not be happy with the outcome of our investigation, you can apply for a review along with additional documents and information.

7. Eight-week letter

Eight weeks after we first received your complaint we shall send you an eight-week letter. Once you have received that letter you are entitled to complain to the Ombudsman, more details as to that step are below.

8. Deadlock letter

If you choose to reject our decision (whether the original decision or a revised decision) we will send you a deadlock letter. This letter confirms that you have rejected our decision as to your complaint. Once you receive this letter you are entitled to complain to the Ombudsman.

The Ombudsman

If you are a micro business you are entitled to take your complaint to the Ombudsman should your complaint not be resolved either eight weeks after the complaint was first made to us or once you have received a deadlock letter from us, whichever is sooner.

The Ombudsman is an independent body that decides the outcome of disputes between us and our microbusiness customers. There is no charge to you for the Ombudsman’s services.

If you accept the Energy Ombudsman’s decision we must then honour that decision. You are not bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation.

The Ombudsman’s contact details:

Email: enquiry@ombudsman-services.org (emails are responded to within five working days)
Telephone: 0330 440 1624 (8 am-8 pm Monday to Friday, 9 am-1 pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Website: www.ombudsman-services.org

The Citizens Advice Bureau

If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice.
Website: www.citizensadvice.org.uk