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
Email: compliance@globalutilitiesmarketing.co.uk
Contact: 0203 2875323
Mailing Address: 165, Beaconsfield Road, Enfield, Middlesex, EN3 6AU
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.
Additional information about this service and its contact details can be found on their website: www.ombudsman-services.org.
Email: enquiry@energyombudsman.org
Contact: 0330 440 1624
Mailing Address: Energy Ombudsman, PO BOX 966, Warrington, WA4 9DF
Please note that we are not accountable for the content found on their website.
