Our Commitment
We are fully committed to the continuous improvement of the levels of service we offer our customers. As a result, we welcome any feedback on the service we give and all complaints will be taken seriously and handled in a professional manner.
How to make a complaint
If the service falls below customer expectations, there are two ways you can submit your complaint. You can call us on 0114 400 0373 and we will be happy to discuss your complaint over the phone. Alternatively, you can send us an email at contact@shadwickutilityconsultants.co.uk.
Outcomes
The outcome of the complaint may be one or a combination of the following
– An explanation
– Details of steps to be put in place to prevent reoccurances
– An apology
– A goodwill gesture
– Compensation
Next Steps and Timescales
Once received, we aim to acknowledge the complaint within 5 working days and respond within 15 working days. Hopefully, this response will resolve the matter to the satisfaction of all parties. If a resolution cannot be achieved within this timescale, we will update the customer every 5 working days with an update on our progress.
Energy Ombudsman
In rare cases, it may be the case we are unable to resolve the complaint to the customer’s satisfaction or that the complaint remains unresolved after 8 weeks. The Energy Ombudsman is a free and impartial service which supports customers in such circumstances. Their contact details are as follows
Energy Ombudsman
PO Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org