If a customer feels dissatisfied with any element of our service a complaint may be made in writing, email, by telephone or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see.

Our contact details are:

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The Utilities Group Ltd

C/O The Accountancy Partnership

Twelve Quays House

Egerton Wharf, Wirral,

England,

CH41 1LD

complaints@utilitiesgroup.co.uk

We will then  send you a written or electronic acknowledgement of a complaint within five business days of receipt explaining the next steps.

Within two weeks of receiving a complaint we will send you either:

1. a final response which adequately addresses the complaint; or

2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

3. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

4. If a complaint is over 8 weeks or reached a deadlock you can contact Ombudsman Services that are a free and impartial service. Their contact details are:

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     Post: Ombudsman Services: Energy, P.O Box 966, Warrington, WA4 9DF

     Phone

     Email: enquiry@ombudsman-services.org

If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.

We will then send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint and If you are unhappy with our final response, you may be able to seek help from Ofgem

Their website is https://www.ofgem.gov.uk/ and it provides more information about the service they provide and the various ways they can be contacted.

We are not responsible for the content on their website.