COMPLAINTS PROCEDURE
What happens if you’re unhappy with our service?
We at On utility strive to ensure we do everything possible to ensure all our customers receive the best possible service available. If you feel that the level of service has been below satisfactory. We will do our best to resolve any complaints.
How it Works
If we cannot find a suitable solution or if we require further investigation, we will respond to you within 1-5 (working) days of your initial contact in the following manner:
OUR RESPONSE
We will aim to resolve your complaint as soon as possible. Once we receive your complaint a member of the complaints team will contact you by either email/phone/ or writing to inform you of the next stage. Complaints can take up to 4 weeks. You will be kept updated on the progress of your complaint. You are also welcome to contact us on the progress of your complaint.
FURTHER ACTION
If you are not satisfied with the conclusion of our investigation or you feel like we missed some extra information. We will be more than happy to review your case
INVESTIGATION
Please contact us at 0121 461 9512 or email compliance@onutility.co.uk to our customer service department and we will handle your complaint as quickly as possible. A full investigation will occur to see if any mistakes have been made. We will try and resolve your complaint as soon as possible.
Additional help:
Independent Advice
Citizen Advice
Customer Service- 0808 223 1133
Business Debt line
Please visit businessdebtline.org
or call on 0800 197 6026
Website- www.ombudsman-service.org
Phone- 03304401624
Email- enquiry@ombudsman-services.org
Postal Address: The Energy Ombudsman, P.O.BOX 966 Warrington, WA4 9DF