Making a complaint
Email sales@utilitiessolutionslimited.uk with "Complaint" in the subject line, or use our contact form.
Please include:
- your name, company and contact details
- the premises address
- a description of what went wrong and when
- the outcome you're looking for
- copies of relevant bills or emails
Our process
- Acknowledgement. We'll confirm receipt in writing and tell you who is dealing with it.
- Investigation. We'll check our records and any correspondence with suppliers, and ask you for anything else we need.
- Response. We'll set out what we found and what we propose, and keep you updated if it takes longer.
- Deadlock. If we can't reach agreement, we'll issue a final "deadlock" letter explaining how to go to the Energy Ombudsman.
Going to the Energy Ombudsman
Ofgem rules require energy brokers serving micro and small business customers to give those customers access to an independent dispute resolution scheme. Unresolved complaints about brokers can be referred to the Energy Ombudsman, free of charge.
You can refer your complaint if:
- 8 weeks have passed since you first complained and it remains unresolved, or
- we have issued a deadlock letter.
You must refer it within 12 months of a deadlock letter. The Ombudsman's own eligibility criteria apply.
Energy Ombudsman contact details
- Website: www.energyombudsman.org
- Phone: 0330 440 1624 (Monday to Friday, 8am to 6pm)
- Email: enquiry@energyombudsman.org
- Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Problems with your supplier
Issues such as billing errors or meter readings are normally for your supplier to resolve, through its own complaints process. We can help you raise them. Supplier complaints can also go to the Energy Ombudsman if unresolved.