Complaints Procedure
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If you wish to raise a complaint, please contact us via email at: enquiries@utilitiesconsultancy.com
Please include the following details when making a complaint:
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Your full name and contact information.
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A description of the issue.
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Any relevant dates or supporting documentation.
Our Complaints Handling Process
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Acknowledgement
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Upon receipt of your complaint, we will acknowledge it within two working days.
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We will provide you with a reference number for your complaint and confirm we are reviewing your concerns.
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Investigation
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We will thoroughly investigate your complaint, including reviewing all relevant details and contacting you for further information if necessary.
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Throughout the process, we will treat your concerns with courtesy, respect, and impartiality.
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Response
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We aim to provide a full resolution within 14 working days of receiving your complaint.
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If we require additional time, we will update you within this period to notify you of the delay and provide a revised timescale.
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Resolution
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We will take appropriate steps to resolve your complaint, which may include:
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Offering an explanation or apology.
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Making a goodwill gesture.
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Providing compensation if deemed appropriate.
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Record Keeping
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We will maintain a detailed record of your complaint, including the date it was received, the actions taken, and the final resolution.
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Escalating Your Complaint
If you feel we have been unable to resolve your complaint to your satisfaction, or if your complaint remains unresolved after eight weeks, you have the right to escalate it to the Energy Ombudsman.
This is an impartial, independent service that is free for you to use.
You can contact the Energy Ombudsman using the details below:
Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Commitment to Improvement
At Saira Lee - Utilities Consultancy, we value your feedback and view complaints as an opportunity to improve our services. Your concerns will be handled professionally and fairly, with the aim of reaching a resolution that reflects our commitment to excellent customer service.
Thank you for bringing any issues to our attention. We are here to help and appreciate your trust in our services.
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