We pride ourselves on providing unprecedented levels of service to our customers. We hope you never feel the need to raise a complaint, however, if we have been unable to resolve a query or concern within a satisfactory period, you may want to raise a complaint with us.
We handle any complaint with the utmost importance as this provides us with an opportunity to further develop our understanding of our customers and their requirements.
Commercial Utility Consultants Ltd are affiliated with Ombudsman Services to help ensure that when things do go wrong, we provide a fair outcome.
If you are not happy and would like to raise a complaint, you can do so by one of the following methods:
By Post
Please submit your complaint in writing quoting your Customer Number. Please remember to ensure you provide a detailed explanation of the reason for raising the complaint and send to:
Commercial Utility Consultants
Complaints Department
Office 1, Titan Business Centre
12 Central Arcade
Cleckheaton
BD19 5DN
By Email
Please submit your complaint using email address: admin@commercialutilityconsultants.co.uk. Please remember to ensure you provide a detailed explanation of the reason for raising the complaint.
By Online Form
Please submit your complaint by filling out the relevant Complaint Form below.
Complaint Process
Day 1
Upon receiving your complaint, where possible, we will try to provide a resolution on the day it is received. If a resolution is provided and accepted, we will issue a letter outlining your complaint and its resolution. The complaint will also be closed with your consent.
Day 1+
If a resolution cannot be provided on day one of receiving your complaint, we will issue an acknowledgement letter to you within 3 working days. This letter will show your complaint reference number and details of your complaint.
Resolution
Once your complaint has been investigated and a resolution has been reached, a member of our complaints team will be in touch and explain the resolution and outcome to you. Providing you are happy with the proposed resolution; the complaint will be closed with consent. We will also issue a letter confirming your complaint, the outcome and resolution.
WEEK 4
If a complaint takes longer than expected and approaches week 4, a letter will be sent to you advising them we are still looking into the complaint. Unfortunately, it can sometimes take longer to investigate and resolve certain complaints. We will however provide an update as soon as we are able to provide a resolution. This letter will also inform you of your rights to take your complaint to the OMBUDSMAN if the complaint is not resolved by week 8.
DEADLOCK
If a resolution is provided and not accepted by the customer and we are unable to provide any further remedial action, we will issue a Deadlock Letter. A Deadlock Letter means the customer and the supplier have been unable to reach an agreeable outcome. Upon receipt of the Deadlock Letter, you will be able to raise the complaint with the OMBUDSMAN.
Once the OMBUDSMAN has investigated and reached an outcome, they will inform the customer and the supplier of the outcome. This outcome may differ to the one we had previously provided prior to the deadlock. If it works in favour of the customer we will comply, and if the outcome favours the supplier, then any previous remedial action will not be available.
WEEK 8
In rare cases, if a complaint is not resolved and closed by week 8 of it initially being raised, we will issue a letter to you advising we are still investigating the complaint, however, you are now also able to raise the complaint with the OMBUDSMAN who will provide impartial advice
8WK+
We will continue to investigate and aim to provide a resolution to the customer complaint whilst also working with the OMBUDSMAN.
Ombudsman
The Ombudsman services are free and impartial. If you feel you require further mitigation or if you have been unable to reach a resolution with us, then they can be contacted on the details provided below.
Please note: you must follow Commercial Utility Consultants’s complaint procedure. The Ombudsman will not consider your complaint unless you have first raised a complaint with Commercial Utility Consultants which has surpassed the 8-week period, or if you have received a deadlock letter (whichever comes sooner)
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624