Complaints Procedure

Our complaints procedure for business energy customers

Our complaints procedure is designed to help you make sure that all your queries are answered quickly and efficiently, and to make sure your points are fully answered. It also reinforces our commitment to any necessary continuous service improvement.

If you require a free copy of the procedure please request it by writing to us at our postal address shown below.

How to make a complaint:

Step 1 - Talk to us

Contact us to speak directly to one of our Customer Service team who will aim to resolve your complaint within 24 hours, or keep you updated if it will take longer.

All clients making complaints will be treated with courtesy and respect at all times.

Phone – 07801 428 564

Online – Use our enquiry form:

Post – Utilities Savings, The Old Coach House, 2a Chapel Street, Stretham, Cambs. CB6 3JG

As part of resolving your complaint, we will:

  • Review any relevant information and communications related to the complaint.
  • Advise any timescales which may be necessary to do this and give you a full response.
  • If relevant we will give you an explanation of what went wrong, fix the problem and apologise.
  • We may also offer compensation if this is appropriate, including if your complaint is related to our sales and marketing activities.
  • We will keep a full record of the complaint including relevant details and dates.

Step 2 - Escalate

If you’re unhappy with the progress we’re making in resolving your complaint, you can call us on (new number) and ask for an escalated review of your complaint.

If your complaint hasn’t been resolved in 10 working days, you can raise this with our Managing Director:

Post –  C/o Complaint Escalations: Utilities Savings, The Old Coach House, 2a Chapel Street, Stretham, Cambs. CB6 3JG

If the circumstances warrant it we will offer to discuss the matter face to face with you or your designated representative(s).

Step 3 - Ombudsman Services: Energy

If we can’t agree on a way forward, we’ll provide you with our final position by sending you a deadlock letter. If this happens or if your complaint takes longer than eight weeks to resolve and you’re not happy with the progress, you have the option to contact the Ombudsman. They’ll carry out a free, independent and impartial investigation on your behalf. Any decision they make will be binding on us but not on you.

Phone0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)

Email –

Post – PO Box 966, Warrington, WA4 9DF