Complaint Procedure for Utility Garage (Energy Broker)
Introduction
At Utility Garage, we are committed to providing our customers with the highest standard of
service. If you are dissatisfied with any aspect of our service, we encourage you to raise
your concerns so that we can address and resolve them promptly and effectively.
Step-by-Step Complaint Procedure
1. Raising Your Concern
To file a complaint, please contact us during our operating hours:
-Monday to Friday, 9:00 AM – 5:00 PM
You can reach us using any of the following methods:
- Phone: 01162 165 980
- Email: contact@utilitygarage.co.uk
Please include the following details:
- Your full name and contact information.
- A detailed description of the issue, including relevant dates and supporting documents.
2. Acknowledgement
- We will acknowledge receipt of your complaint within two working days.
- You will be provided with a complaint reference number for future correspondence.
3. Investigation
- A designated team member will thoroughly investigate your complaint.
- We may contact you for additional information or clarification if required.
4. Response
- A formal response will be issued within ten working days of receiving your complaint.
- If the complaint is complex and requires additional time, we will keep you informed of the
progress and provide a revised timeline.
5. Resolution
- If we can resolve your complaint, we will take the necessary steps and inform you of the
outcome.
- If you are not satisfied with the resolution, you may escalate the issue to our management
team.
6. Escalation to the Energy Ombudsman
If your complaint remains unresolved after our final response, or if eight weeks have passed
since you first raised your concern, you have the right to escalate your complaint to the
Energy Ombudsman.
The Energy Ombudsman is an independent and impartial organization that provides a free
service to consumers.
Contact Details of the Energy Ombudsman:
- Website:www.energyombudsman.org
- Email: enquiry@energyombudsman.org
- Phone: 0330 440 1624 (Monday to Friday, 9am – 5pm)
- Postal Address: Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
Best Practices for Complaint Handling
We follow these best practices to ensure fairness and transparency:
1. Providing clear communication throughout the complaint process.
2. Maintaining a log of all complaints to improve our services.
3. Training employees to handle complaints professionally and empathetically.
4. Keeping customers informed with regular updates on complaint resolution progress.
5. Reviewing and analysing complaints periodically to identify and address recurring issues.
Contact Details for Utility Garage (Energy Broker)
Phone: 01162 165 980
Email:contact@utilitygarage.co.uk
Website: www.utilitygarage.co.uk