At Out-Of-Contract Utilities, we work hard to ensure our customers receive the best possible service and overall experience from us. If however, you are not completely satisfied, we will aim to resolve your complaint as quickly as possible.
How To Contact Us:
We regret that you are not happy with our service. Please contact us and we will aim to resolve your complaint as quickly as possible.
Telephone: 0800 211 8022
Email: complaints@outofcontractutilities.com
Letter: Out Of Contract Utilities, Gloucester House, Realise Finance, 23a London Road, Peterborough, PE2 8AN
Details of our complaints procedure can be found below, and we also offer a complimentary copy which can be emailed or posted to you upon request.
Complaints Procedure Breakdown:
Below is complete breakdown of what our procedure consists of:
We will deal with all complaints quickly, courteously, and fairly. At Out-Of-Contract Utilities we aim to provide extremely high levels of service and account management, however we also understand that errors may happen. If after receiving your complaint it becomes apparent that an error has taken place, you can expect any one, or a combination, of the following:
Our Complaints Handling Procedure
1, We will aim to resolve your complaint as quickly as possible and will acknowledge it in writing via email or by post, no later than five working days after receipt.
2, We will record the time and date of your complaint, and we will keep you informed regularly of any progress and/or measures being taken to resolve it. If for whatever reason we are unable to resolve anything within four weeks from the date we received your complaint, we will issue you with a letter explaining why this was not possible.
3, If you continue to remain dissatisfied with our initial response, you can ask us to review your complaint once more and advise us of any additional information you believe could be relevant. We will then review everything once more, and provide you with our final response. This will be issued in writing, via email or by post within four weeks of the date we have received your request for us to review your complaint.
4, If, after eight weeks, your complaint has remained unresolved, or you are dissatisfied with our final response, you also have the right to escalate any issues to the Energy Ombudsman, using the Alternative Dispute Resolution (ADR) scheme. This is a free and impartial service, approved by Ofgem, the UK gas and electricity regulator, to independently investigate disputes between consumers and energy suppliers or third-party intermediaries.
Energy Ombudsman, (ADR) scheme:
This is a free and impartial service, approved by Ofgem, the UK gas and electricity regulator, to independently investigate disputes between consumers and energy suppliers or third-party intermediaries. You can contact them and find more information below:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org