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Complaints Procedures

Our client commitment statement:

Since 2006 The Utility Advice Bureau has been at the forefront of designing, creating and implementing the very best procedures and practices for the commercial energy supply sector.

What to do if things go wrong?

In the unlikely event an error occurs, do not panic! Each and every problem has a solution, and we are 100% confident in our knowledge, expertise, and understanding of every solution available to satisfy any complaint to its conclusion.

How to make a complaint?

Making a complaint is easy and painless. Depending on your preferred method of contact we will always:

What is a complaint?

A complaint is when you tell us you are unhappy about a service we have provided. It could include some of the following examples:

Complaint Resolution and satisfaction guarantee

We will always investigate your complaint efficiently, forensically (if required) and reach a resolution in a timely manner. A resolution could include one or more of the following:

How to make a complaint

If you wish to make a complaint you can contact our complaints department in any of the ways listed below.

By email at complaints@utilityadvicebureau.co.uk

In writing to:
Complaints
Utility Advice Bureau Ltd
36 Hunt Rd
Poole
Dorset
BH15 3QD

By phone on 0800 634 0026

Once received your complaint will be fully investigated and we will attempt to resolve it within 24hrs. If it can’t be resolved within 24hrs we will notify you explaining what will happen next.

If you are unhappy with the response, you can contact the Escalations Team in writing at the following address.

Escalations Team
Utility Advice Bureau Ltd
36 Hunt Rd
Poole
Dorset
BH15 3QD

Should you wish to raise a complaint with a supplier we shall provide full, accurate and concise information with contact details upon request.

If the complaint is not resolved to your satisfaction after eight weeks of first registering your complaint with us, or we have issued you a letter explain our final decision, and you are still unhappy you may contact Ombudsman Services. If you do refer your case to Ombudsman Services you must do so within 12 months of the date that we issue you with the deadlock letter stating our final position.

Ombudsman Services offers a free and impartial service. They will investigate your complaint and will provide a decision. You may choose to accept or reject their decision.

If you accept their decision, we must act on their findings. They may ask us to provide an apology, explanation, take remedial action and provide monetary compensation where appropriate.

If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Services.

If you wish to raise a complaint with Ombudsman Services they can be contacted as follows:

Email: enquiries@ombudsman-services.org
Phone: 0330 440 1624
By Mail: Ombudsman Services P.O Box 966, Warrington, WA4 9DF

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