Complaints Procedure
Our Complaints Procedure
At Outsourced Utilities Ltd, we pride ourselves on offering the very best customer service, but we understand that occasionally things may go wrong. When they do, we want to hear from you so we can have an opportunity to put things right. Your feedback also helps us improve our processes and staff training. If you have any concerns about the service you received from Outsourced Utilities Ltd, please contact us by following the steps below. We will investigate your concerns and ensure you receive an outcome.
Raising Your Complaint
Your complaint can be made and progressed through each stage of the process in either of the following ways;
In writing by email - complaints@outsourcedutilities.co.uk
In writing by post - Outsourced Utilities Ltd, Whitfield Business Hub Pensby Road, Heswall, Wirral, United Kingdom, CH60 7RJ
By telephone - 03300973035
Or in person by making an appointment to see one of our directors - please email complaints@outsourcedutilities.co.uk.
In your complaint, please provide the following details;
Your name and full business details (including telephone number and email address)
A detailed account of your concerns
The outcome you hope to achieve
Responding to Your Complaint
We will investigate your concerns and aim to provide you with a resolution within 10 working days. Please be assured that you will be treated with courtesy and respect in our response to your complaint. We will try our best to resolve your complaint to your satisfaction. If following investigation we believe your complaint is valid we may wish to resolve this by issuing a formal apology, making a goodwill gesture or by providing compensation.
If your complaint is related to an energy contract, we will record your complaint and issue you a unique reference number should you need to contact us again. All details of the complaint will be recorded including the dates your complaint was received.
Sometimes, we may need to liaise with a third party (such as an energy supplier), which may take longer. If this happens, we will keep you updated on our progress and provide an estimated resolution date.
If your complaint involves a supplier, this may not directly relate to Outsourced Utilities Ltd's services. However, depending on the circumstances, we may be able to raise a complaint on your behalf.
Once the investigation is complete, we will provide you with a review of our decision. If you disagree with this decision, we will re-evaluate the case (potentially involving a third party) and aim to provide a response within 10 working days.
If after 8 weeks your complaint remains unresolved, or if you choose to reject our decision, we will issue a deadlock letter confirming that we have been unable to reach an agreement. Once you receive this letter, you are entitled to escalate your complaint to the Energy Ombudsman. The deadlock letter will offer a clear explanation of Outsourced Utilities Ltd’s final position including any offers and conditions around it.
Raising a Complaint with the Energy Ombudsman
Outsourced Utilities Ltd is a registered member of the Energy Ombudsman, a qualifying Ofgem Alternative Dispute Resolution (ADR) scheme. Membership number C35OUTS03.
If you are a microbusiness or small business, you have the right to escalate your complaint to the Energy Ombudsman if:
Your complaint remains unresolved eight weeks after you first reported it to us
You have received a deadlock letter from us indicating that we cannot reach a resolution
The Energy Ombudsman is impartial and independent of Outsourced Utilities Ltd, and their service is free of charge.
The required resolution set out by the Energy Ombudsman is binding on Outsourced Utilities Ltd, but not you as the microbusiness customer.
Contacting the Energy Ombudsman
You can contact the Energy Ombudsman via:
Website: energyombudsman.org
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Our full complaint process is available via email or free post upon request.