UtilityNow Limited Complaints Handling Procedure
UtilityNow Limited pride ourselves on customer satisfaction. In the unlikely event that you are
dissatisfied with our services, it is imperative that you contact us immediately so that we can put
things right and improve our service to you. This can be done in a few simple steps as below.
Step 1 – Contacting us
You can contact us with any concerns via the channels below, telephone lines are available
Monday to Friday 9am to 5pm, excluding bank holidays.
Phone: 0131 618 8554
Email: renewals@utility-now.co.uk
Post: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Step 2 – Acknowledgement
Once we receive your dispute, we will provide acknowledgement via email or post. You will be
assigned a dedicated complaint handler to guide you through the process. They will provide you a
complaints reference and their points of contact.
Step 3 – Investigations
We will conduct an unbiased investigation to address any and all concerns you raise with us. Our
SLA on this is 7 working days, this may vary where we need to consult an external party. Should this
be the case, your complaints handler will notify you of the updated SLA. Our investigation will
include a careful review of the evidence and feedback prior to drawing to a conclusion and
resolution. At any point during the course of the investigation, you can contact your complaint
handler for an update. Rest assured that your case will be handles with sensitivity and compassion
with a view to coming to an amicable resolution.
Step 4 - Outcome
Once all checks are concluded, your complaint handler will contact you to provide our findings and
the outcome, as well as any proposed resolution where applicable. In the even that you disagree
with the outcome, we will allow 3 working days to challenge this, however in the absence of
additional evidence, the outcome will remain the same. In this case, the outcome will move to
‘deadlock’, further details for this can be found on the next step. This is a very unlikely scenario as
we will continue to aim to achieve a resolution which suits you.
Step 5 – Contacting the Ombudsman
If your complaint has moved to deadlock, or 8 weeks have passed without resolution, you can
contact the Ombudsman. This is a completely free and impartial service available to you, who will
conduct an independent review of your complaint.
They can be reached via one of the channels below.
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsamn Services Energy, PO Box, Warrington, WA4 9DF
Online: https://www.ombudsman-services.org/complain-now
Further information on the Ombudsman process can be found online via this link
UtilityNow Limited is registered in England and Wales under registration number 14325872