OUR COMPLAINTS PROCEDURE
Here at Advantage Utilities, we value all of our relationships so how we manage the expectations of our clients, suppliers and partners is of the utmost importance to us. We pride ourselves on the excellent level of service we provide and the professional conduct of our staff. We were also one of the first consultancies to commit to the TPI Code of Practice with E.ON and are mindful of the promises we make and ensure we follow the latest guidance in terms of best practice.
Year-on-year we receive less than 0.1% of our clients highlighting to us improvements we can make but we still ensure we have robust and transparent procedures in place to ensure that if things do go wrong, we can be trusted to do everything we can to put them right.
Immediate support when you need it
In the unfortunate circumstance that you have a complaint, we would urge you to liaise directly with your dedicated point of contact at Advantage Utilities, whether that is your Account Manager, Sales Manager or Operations Manager.
Escalated queries and complaints
In the unlikely event that you feel you need to escalate this further, we have a dedicated feedback team who can be contacted at firstname.lastname@example.org
How we promise to handle your enquiry
- We will confirm receipt of your escalated enquiry within 24 hours so that you know it is being looked at as a matter of urgency.
- We will then endeavour to work to resolve your issue within 7 working days. If we believe that this could take longer, we will ensure we keep you fully informed in writing of how we are progressing and will provide you with further timescales.
The Energy Ombudsman
Should your complaint not be resolved to your satisfaction after this time, the energy ombudsman can help. They are approved by the energy regulator Ofgem to independently handle disputes between energy consultancies, energy companies and their customers, which includes domestic customers and micro businesses. Their service is free to consumers and simple to use. Before using the energy ombudsman you must first raise your complaint with us and give us the opportunity to resolve the issue. When you contact the energy ombudsman, they will assess whether your complaint is something they can help with and advise you of the next steps. They are independent and will handle your complaint fairly, considering the information that both you and we provide. If we have done something wrong, they can request that we put things right.
For purposes of quality control and training, we may record or monitor our calls and emails.