OUR COMPLAINTS POLICY

At GB Utilities, we are committed to providing the highest levels of service to our clients. However, if there is ever an issue you want to bring to our attention or you would like to make a complaint, please call us on 01384310859 to resolve the issue. Our advisor always listens carefully and tries to assist you in the best way, we recognize that occasionally we may not be able to achieve this in every respect, and therefore we have in place a Complaints Procedure to ensure that this is dealt with fairly, efficiently, and respectfully to ensure that your concerns can be addressed and resolved. If you feel there is a need to complain, please let us know. All complaints will be treated with courtesy and respect.

Contact Us:

Email for free at: complaints@gbutilities.co.uk

Call for free on: 01384310859

By post to: 

GB Utilities 

152 High Street

Brierley Hill

DY5 3BP

UK

Using your meter supply number as a reference and providing as much information as possible that will help us process your complaint more efficiently.

Complaints Procedure Step by Step

2. We will send you an email/letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

3. A Complaint Manager will be assigned to deal with your complaint, he/she will contact you within five working days to introduce themselves and to acknowledge that your complaint has been received and is being investigated. If we require further information, we may request this at this stage or during the investigation.

4. The Complaint Manager will call you (if possible) and he/she will also send you the outcome of our investigation, within 14 working days of the acknowledgement of the complaint.

5. If you are not happy with our decision, you should confirm this in writing within ten working days of our decision.

6. Your complaint will then be undertaken by a Director for review, we may ask you for additional information, documentation and/or clarification of issues raised.

7. We will let you know the outcome of the further review within ten working days of your confirmation that you do not accept our initial decision.

8. If you are still not happy and reject our escalated response then we will send you a deadlock letter within 8 weeks of complaint. This letter confirms that you have rejected our final decision regarding your complaint. Once you receive this letter you are entitled to refer your complaint to the Energy Ombudsman for free and impartial service.

In the event that our investigation does conclude that GB Utilities has fallen short of where it should be, then, of course, we’ll do everything we can to put it right; which, if appropriate, could include an official apology, goodwill gesture and/or compensation. Where a process is identified to be lacking, we’ll include it for review as part of our commitment to continuous improvement.

If required, you can request a copy of this procedure by e-mail or post by letting us know and providing your relevant contact details. You can contact us using any of the methods shown below.

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OMBUDSMAN SERVICES CONTACT DETAILS

The Ombudsman Service: Energy is a free and impartial service to consumers. Their contact details can be found below:

Post:

Energy Ombudsman

PO Box 966

Warrington

WA4 9DF

Telephone Number: 0330 440 1624

Email: enquiry@energyombudsman.org