Complaints
Our Commitment
We strive to deliver the highest quality service during your contract period. However, if an issue arises and you wish to raise a complaint, we will thoroughly investigate the matter and aim to promptly resolve any concerns, whenever feasible. We value feedback and are dedicated to continuous enhancement. If a customer remains dissatisfied with any aspect of our service, we welcome the opportunity to make amends.
Although we anticipate that it will seldom be necessary to proceed beyond the initial step, we recognize that exceptional cases might require you to escalate your concern, should the resolution not meet your satisfaction. Our complaint service is impartial and at no cost to our clients. We treat all customers making complaints with respect and courtesy.
Complaint Working Steps
Lodging a Complaint
A complaint denotes any expression of discontent with the service provided by Global Utilities Marketing. You can submit a complaint in writing, via email, over the phone, or through any other suitable method. Please furnish as much detail as possible regarding the grounds for your complaint and the desired resolution. Copies of all complaints received are retained.
Email: compliance@globalutilitiesmarketing.co.uk
Contact: 020 3997 6395
Mailing Address: Queens Court 9-17 Eastern Road, Romford, England, RM1 3NH
Acknowledgment of Complaint
Within five business days of receiving a complaint, we will send you a written or electronic confirmation, specifying the individual responsible for handling the complaint within our organization. Whenever feasible, this person will not have been directly involved in the matter being complained about and will possess the authority to resolve the issue.
Initial Response
Within two weeks of receiving a complaint, we will provide you with either: A comprehensive response effectively addressing the complaint; or A holding response detailing why we are not yet able to resolve the complaint and indicating when further communication will occur. Should we not receive a response from you within seven days of providing our final resolution, we will assume you are content with the outcome.
Further Consideration
Should our final response fail to satisfy you, we are open to considering additional responses. However, without fresh evidence or significant errors evident in our findings, it is improbable that the outcome of our investigation will change.
Final Response
We are committed to delivering a conclusive response effectively addressing the complaint within eight weeks of receiving it. If, after this period, your complaint remains unresolved or if you reject our decision, we will issue a deadlock letter, confirming your disagreement with our decision. Subsequently, you have the right to escalate the matter to the ombudsman.
Exploring Additional Avenues
Should you remain dissatisfied with our final response, you have the option to engage in Alternative Dispute Resolution (ADR) via Ofgem. This route is also available in the unlikely event that the complaint remains unresolved eight weeks after submission.
Energy Ombudsman Details:
- Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
- Energy Ombudsman is impartial and free to use
- Energy Ombudsman can be contacted in the following way:
Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624
Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF
