Complaint Handling Procedure
Our complaint handling procedure is designed to give every customer the opportunity to raise concerns, receive a fair and timely response, and help us improve the quality of our energy brokerage services.
At UK Services Energy, we are committed to delivering a reliable and professional brokerage service to all our customers. However, we understand that there may be occasions when our service does not fully meet your expectations. This Complaint Handling Procedure explains how you can raise any concerns with us and how we will work to resolve them. We treat every complaint with seriousness, fairness, and transparency — aiming to provide a prompt resolution and using your feedback to continually improve our services.
Step 1:
As soon as we receive your complaint, we will begin to investigate it. We may ask for additional information or clarification to help us understand the situation better. If you wish to make a complaint, please contact us on:
Phone: 0800 912 4160
Email:info@ukenergysavingltd.com
Post:409 High Road Leyton, London, England, E10 5FQ
Step 2:
As soon as we receive your complaint, we will begin to We will look into the issues you have raised.
Step 3:
Our goal is to resolve your complaint within 3 working days, if we have all the information we need. However, if we aren't able to finish our investigation by then, we'll let you know what our progress is. We will update you on our progress every 7 days.
Step 4:
We will write to you within 8 weeks of your initial complaint to update you on the investigation's progress and to propose a resolution to the problem
Step 5:
We will act promptly on any resolution that is agreed upon.
Step 6:
Sometimes, even when both parties are working hard to come to an agreement, it just doesn't happen. If UK Energy Saving reaches this point with you, we'll let you know in writing with a deadlock letter
If both parties reach to the stage 6 or the complaint has been in progress for more than 8 weeks and we (UK Energy Saving) are unable to resolve the complaint then the complaint may be referred to the Ombudsman Services (Energy). This body is approved by OFGEM. If you are dissatisfied with our response and wish to take the matter further, you will need to contact the Ombudsman. The Ombudsman Scheme is free and impartial. UK Energy Saving provides a resolution and determination service in case we and our customer cannot come to a resolution through our customer complaint procedure then the service of Ombudsman Services (Energy) is available to our customers so that they can have their voices heard and a resolution can be reached.
You can contact the Ombudsman either by post, email, letter or complete the form online.
Telephone: 0330 440 1624
Email:consumeraffairs@ofgem.gov.uk
Post: Ombudsman Services Energy, PO Box, Warrington, WA4 9DF
Further information on the Ombudsman process can be found online at:
https://partners.ombudsman-services.org/our-services/our-process