Best Utility Solutions Complaints Procedure

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Getting in touch if you are unhappy with our service

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We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as efficiently as possible.

 

Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.

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What’s gone wrong?

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If you’re unhappy with the service you’ve received from Best Utility Solutions, one of our employees or one of our suppliers, let us know and we’ll look into it straight away.

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We will endeavour to reply to you as soon as possible, and if there is no reply from Best Utility Solutions at first, then please try each channel of communication, email, phone and writing, on the contact details below, in the "How to get in touch with us" section.

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If there is no satisfactory resolution by the end of the eighth week, then there will be a "Deadlock Letter", where you can escalate the matter with the Ombudsman Services.

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The Ombudsman Services are impartial, and the service is free to consumers.

 

Their contact details are:

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Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

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Phone: 0330 440 1624

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Email: enquiry@ombudsman-services.org

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Here is a useful link to familiarise yourself with the Ombudsman Services - 

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How long before your complaint is resolved?

If your complaint is made by email or post, we will be in touch within one working day to confirm it’s been received and that we’re working on it.

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We’ll keep you updated on the progress of your complaint at least every two working days.

We aim to resolve any complaint within seven working days.

If your complaint is about a supplier or you are unhappy with the response that you receive, you may also contact the Energy Ombudsman

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How to get in touch with us

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It’s a good idea to keep any current bills, statements or other relevant documentation handy throughout the process.

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You can reach the safe hands of our customer service team by:

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Phone – 01412808720 (lines open between 9am & 5.30pm Monday to Friday).

Email – duncan@bestutilitysolutions.co.uk

Post –   Complaints,

              Best Utility Solutions

              Westwood House

              Five Sisters Business Park

              West Calder

              EH55 8PN