Complaints Handling Procedure
At Utility Stream Limited, we seek to provide excellent service, but we understand that sometimes things can go wrong. We will work hard to resolve any issues as quickly as possible with our following approach to Complaints Handling.
We are committed to continuous improvement; therefore, we welcome complaints and will try to resolve any complaints as soon as possible and provide you with an explanation and an apology wherever we have caused the problem. We assure you we will always treat you and your complaint with courtesy and respect.
You can contact Utility Stream Limited in any of the ways listed below:
Call us on: 01926 935343 between 8.30am – 9pm Monday to Friday
Email: complaints@utility-stream.com or email your dedicated Account Manager.
Write to: Customer Resolution Team, Utility Stream Limited, 1-2 Pegasus House, Pegasus Court, Tachbrook Park, Olympus Avenue, Warwick, CV34 6LW.
If you decide to contact us via telephone, we will attempt to resolve the matters with you immediately. However, if the matter cannot be immediately resolved we will take down your complaint details whilst you are on the phone so we can investigate and get back to you.
Upon receipt of your complaint, we will acknowledge your complaint within 1-2 days.
We will endeavour to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so, we will keep you updated with the new timescales we put in place for resolving your complaint. We keep a full record of your complaint including details such as date we received the complaint.
Next Steps
Resolving a Complaint
Utility Stream will then provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair. If you accept the resolution your complaint will then be resolved. If you choose to reject our resolution you have the right to escalate your complaint to the Ombudsman Services through their impartial and free of charge ADR (Alternative Dispute Resolution) scheme.
Escalating your Complaint
If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your complaint and you choose to reject our resolutions, we will deadlock the complaint. A letter will be sent advising you of the deadlock, this means that you can now go to The Energy Ombudsman with your complaint. If your complaint is more than 8 weeks old, and we have not been able to come to any resolution at all, you will receive a letter advising you are within your rights to contact The Energy Ombudsman, which is an entirely free of charge service.
The Energy Ombudsman will liaise with both parties directly to try and come to a resolution. They are independent and base their decisions on information provided by both you and Utility Stream.
Further Information
You do not have to accept their decision, but if you do, we will act on what they say. That might mean us saying sorry, explaining what has gone wrong, fixing the problem, or paying you compensation.
For further information on the ADR scheme:
Visiting their website: https://www.ombudsman-services.org/sectors/energy
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
