Complaints

Steps

Step 1

We’re really sorry you’re not happy. We want to sort things out for you quickly, so please contact us, (See Below)

Step 2

Step 1

Our aim is to take no longer than three weeks to deal with even the most complicated of complaints. The resolution of your complaint might include actions to put our mistake right, an apology, an explanation or compensation.

Step 3

If you’re not satisfied that we’ve sorted it out, or you’re not happy with how we’ve dealt with things, we’ll carry out an internal review of your case. We’ll look into how we’ve handled it and the resolution offered.

Step 4

Step 3

We will let you know what the outcome of the review is and the reasons for our decision. If we agree to carry out other actions following the review we will let you know how long it is likely to take.

What to do

Get in touch:

Call us: 0116 2169390

Email us: complaints@ulitiesms.co.uk

Write to us: 2 Winchester Avenue, Blaby Industrial Estate, Leicestershire, LE8 4GZ

You can also visit one of our offices to talk about your complaint face-to-face.

What happens next?

When you get in touch to make a complaint

we’ll investigate fully and let you know what

needs to happen next – whether that’s us

saying sorry, making a goodwill gesture or

giving compensation. Some account issues

can take time to fix. So until we’ve sorted

your problem, we recommend you keep

making regular payments to cover your

energy usage.

We always aim to sort out problems as quickly as possible

We’ll make every effort to get your complaint sorted within a day of getting it. But, sometimes it can take a little longer.

So if we haven’t been able to sort it out within eight weeks, or we can’t agree a way forward with you, we call this ‘deadlock’, we’ll write and let you know that you have the right to pass your complaint to the Ombudsman Services: Energy.

The Ombudsman is there to help sort out disputes between energy suppliers and their customers. It’s free to use the Ombudsman’s services and they’re totally independent – they don’t take sides and their decisions are based only on the information they have.

You don’t have to accept their decision, but if you do, we’ll act on what they say. That might mean saying sorry, explaining what’s gone wrong, fixing the problem or even paying you compensation.

what if you're still not happy?

It’s easy to get free, independent advice so that you ‘Know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To ‘Know your rights’ visit citizensadvice.org.uk/energy

for up-to-date information or call us on

0333 202 9802 or if you live in Scotland, visit energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660, and we’ll send you a copy of their leaflet free of charge.

You can get in touch with them at any time during the complaints process.

complaints

If you have a complaint, let’s get it sorted

Steps

Step 1

Step 1

Step 1

Step 2

Step 1

Step 1

Step 3

Step 3

Step 3

Step 4

Step 3

Step 3

What to do

Get in touch:

What happens next?

We always aim to sort out problems as quickly as possible

what if you're still not happy?

To contact the Ombudsman

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