Complaints

Complaints handling procedure

We work hard to get things right, but if we've let you down we want to know. Here's how to tell us, what we'll do about it, and what you can do if you're still not happy.

Our commitment to you

Energy & Utility Group Ltd takes every complaint seriously. We see complaints as a chance to put things right for you and to improve the way we work for everyone. This procedure applies to all of our services and explains how we handle complaints fairly, consistently, and promptly.

  • You will be treated with courtesy and respect at every stage
  • Making a complaint is free, and will never affect the service you receive from us
  • You can make and progress your complaint by phone, in person, or in writing (including by email)
  • Someone you trust, such as a family member, friend, or adviser, can complain on your behalf with your permission
  • If you need extra support, for example because of a disability, health condition, or language barrier, tell us and we will adapt how we communicate with you

How we handle your complaint

  1. 1

    Tell us about your complaint

    Contact us by phone, email, post, or in person — whichever suits you. Tell us your name, your business name (if applicable), the best way to reach you, what went wrong, and what you would like us to do to put it right. If you can, include any reference numbers, dates, or documents that will help.

  2. 2

    We acknowledge it within 2 working days

    We will log your complaint, including the date we received it, and confirm in writing that we have it. We will give you a reference number and the name of the person handling your complaint.

  3. 3

    We investigate

    The person handling your complaint will review the facts, speak to the colleagues involved, and contact any supplier or third party where needed. They may get in touch to ask questions or to check they have understood exactly what you are unhappy about.

  4. 4

    We respond within 10 working days

    We aim to send you a full written response within 10 working days of receiving your complaint. This will explain what we found, whether we uphold your complaint, and what we will do to put things right. If we need longer, we will tell you why and keep you updated at least every 10 working days.

  5. 5

    If you are still unhappy

    If you are not satisfied with our response, tell us and your complaint will be reviewed by a senior manager who was not involved in the original handling. We will send you a final response setting out our position and explaining your right to refer the matter to the Energy Ombudsman.

How we might put things right

The right outcome depends on what happened and the impact it had on you. Depending on your circumstances, we may offer one or more of the following:

  • An apology and a clear explanation of what went wrong
  • Correcting an error, such as an incorrect contract, quote, or switch
  • Taking action with a supplier or third party on your behalf
  • A goodwill gesture
  • Financial compensation where you have lost out because of something we did or failed to do
Independent dispute resolution

Referring your complaint to the Energy Ombudsman

We are a member of the Energy Ombudsman Broker ADR Scheme. If your complaint is about our energy brokering services, you can ask the Energy Ombudsman to look into it if:

  • we have been unable to resolve your complaint and have told you so in our final response, or
  • your complaint remains unresolved 8 weeks after you first raised it with us.

We will tell you in writing when you become entitled to refer your complaint. The Energy Ombudsman is impartial and free to use. Its decisions are binding on us if you accept them, and you are not bound to accept them. You should normally contact them within 12 months of receiving our final response.

Energy Ombudsman

Post
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
Phone
0330 440 1624
Email
enquiry@energyombudsman.org
Website
energyombudsman.org

If your complaint is about one of our other services, our final response will tell you which independent body, if any, you can refer it to.

Keeping records and learning from complaints

For every complaint we receive, we keep a secure record of:

  • The date we received your complaint and how it was made
  • Your contact details and the details of the complaint
  • Every action we take and every contact we have with you
  • The outcome, any remedy offered, and the date the complaint was closed

Records are kept in line with our data protection obligations. We regularly review complaints to spot recurring problems and take action to fix their causes, because we are committed to continuously improving the service we provide.

Getting a copy of this procedure

A copy of this procedure is available free of charge by email or post. Just ask using the contact details on this page.

Last updated: October 2026