Complaints Procedure

Stage 1

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Should something go wrong, or you are unhappy with the service you have received, please get in touch with us at the earliest opportunity so we can look to put things right as soon as possible. We welcome and and all feedback and assure our customers, their complaint will be dealt with in a professional, sympathetic and courteous manner. A complaint may be made in writing, email, by telephone or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see.

 

Stage 2

 

We will send you a written or electronic acknowledgement of your complaint within five working days and confirm  the name and contact details of the  person who will be handling the complaint on our behalf. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

 

Stage 3

 

Within two weeks of receiving a complaint we will send you either:

 

a final response which adequately addresses the complaint; or
a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

If we do not hear from you within a timescale of 5 working days after issuing our final response, we will assume you are satisfied with the outcome.

 

Stage 4

 

If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.

 

Stage 5

 

If your complaint remains unresolved for 8 weeks you may choose to refer the matter to OFGEM Ombudsman Service , who are a free to use and impartial third party. In such instances we will provide you with a deadlock letter explaining our reasons for the decision we have taken.  Their contact details and further information on their referral policy and procedure can be found on their website  https://www.ofgem.gov.uk/  or you can reach them using the below:

 

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

 

Phone: 0330 440 1624

 

Email: enquiry@ombudsman-services.org

 

You can contact us about our complaint using any of the below channels:

 

Telephone - 03333447749
E-mail – hello@clearutilitysolutions.com
Post - Clear Utility Solutions, Unit E8, Building 14, The Royal Ordnance Depot, Weedon, NN7 4PS

 

ICO Registration

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Clear Utility Solutions Ltd is registered at the Information Commissioner's Office, the UK’s independent authority set up to uphold information rights in the public interest.  The ICO promotes openness by public bodies and data privacy for individuals. You can find out more by visiting www.ico.org.uk

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Our registered number is 123456789