Complaints Procedure
At UK Prime Utility, We strive to provide excellent service to all our customers. However, we understand that there may be occasions when you feel dissatisfied. We take complaints seriously and aim to resolve them promptly and fairly. Please follow our complaint procedure outlined below:
Contact Us Directly: In the first instance, please contact our customer service team directly. You can reach us by phone/email, Monday to Friday, from 9.00 to 5.30 Our representatives are trained to handle complaints effectively and will work with you to resolve the issue. Formal Complaint Submission: If you are not satisfied with the response from our customer service team or prefer to submit a formal complaint, please do so in writing. You can email us at complaints@ukprimeutility.co.uk
Any steps you have already taken to resolve the issue
Acknowledgement and Resolution: Upon receipt of your complaint, we will acknowledge it within 4 working days. We aim to resolve complaints as quickly as possible, typically within 7 working days. If more time is needed to investigate your complaint, we will inform you and provide regular updates on our progress.
Escalation to Senior Management: If you are dissatisfied with the resolution proposed by our customer service team, you may request for your complaint to be escalated to senior management. Senior management will review your case and provide a final response.
Feedback: Your feedback is important to us, even if your complaint has been resolved. We use feedback to improve our services and prevent similar issues from occurring in the future. Please let us know about your experience with our complaints procedure.
Additional Information:
Confidentiality: All information provided will be treated confidentially and in accordance with data protection laws.
Records: We keep records of all complaints and their resolutions for internal review and compliance purposes.
Additional Advice
If you are not satisfied with the resolution of your complaint after 8 weeks from the date of the original complaint, or if we have issued a ‘deadlock letter,’ you have the option to escalate your complaint to the Ombudsman Services for Energy. This service provides free, impartial advice and helps resolve disputes when a final agreement cannot be reached between the customer and the energy supplier.
Contact Information To reach the Ombudsman Services for Energy, you can use the following contact details:
Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
We are committed to resolving your issues and ensuring your satisfaction with our services. If you have any questions or need further assistance, please do not hesitate to contact us.
UK Prime Utility
Phone: 0203 727 0730