Exclusive Services
Complaints
At Energy Owl Utilities Ltd, we pride ourselves on the delivery of an exceptional customer experience. In business, things do sometimes go wrong and when this happens, we want to be able to resolve any issue you have quickly and to your full satisfaction.
If you are unhappy with any element of the service we provide, we want you to know that we are committed to best industry practice for complaint resolution.
1
What to do if you have a complaint
If there is a problem, we want to make it easy for our clients to let us know. Energy Owl Utilities are easy to contact, and we want to make sure that should we receive a complaint, we will act quickly and decisively to resolve your issue.
We encourage our clients to let us know at the earliest opportunity if you have been left unhappy with any aspect of our service and we aim to find prompt resolution for you. Resolutions could include - an apology and explanation of what might have gone wrong and/or practical action taken to correct things to your satisfaction.
Clients making a complaint will be treated with courtesy and respect.
Our complaints process is available by email, please request this if appropriate.
We will keep a record of all complaints and responses should you require these, such as the date the complaint was received.
2
Our Complaints Procedure
As a first step to resolving any problems quickly, we recommend talking informally to your dedicated account manager.
If you do not feel that it is appropriate to discuss the issue directly, or if we are not able to resolve your concerns, you should follow our official complaints procedure as detailed below.
Step One
Register your complaint by the following methods;
Email - hello@energyowl.co.uk
Telephone - 0191 369 2156
In writing - Energy Owl Utilities Ltd, Pinetree Business Centre, Birtley, Chester Le Street, Durham, DH3 2TD.
Complaints should be addressed to the person responsible for handling complaints, including resolution to - M Sheperia, Director at Energy Owl Utilities Ltd.
We will respond with an official reply within 7 days or receiving the complaint.
We will enter into continuous communication with you until the resolution of the complaint, taking no longer than 7 days at each interval of communication. Communications throughout the process can be made by email, phone or in writing.
We will continue to communicate with you during the full 8 weeks of our complaints resolution timetable. If we are unable to resolve the complaint to your satisfaction after 8 weeks, then we will provide a full summary of all communications together with our official responses, should you wish to use the ADR (dispute resolution scheme) which is free, impartial and easy to use.
In our efforts to remain committed to continuous improvement, in the event that we should receive a complaint, we will always endeavour to provide a resolution in a timely manner and to the complete satisfaction of our client.
Step 2
In the unlikely event that we are unable to reach a satisfactory conclusion to your complaint after the initial 8 week consultation process and our negotiations have reached gridlock, then we recommend that you refer your complaint to Ombudsman Services. We will inform you that we are unable to resolve the complaint in writing.