Complaints Policy and Procedure
Date of Policy
Apr 2025
Last Review
May 2025
Next Review
Apr 2025
At Utilinked, we are committed to delivering an exceptional service to our clients. We recognise that, occasionally, things may not go as planned. When this happens, we encourage you to let us know so we can address the issue promptly and effectively. Our complaint handling policy and procedure is designed to be transparent, accessible, and fair, ensuring that all complaints are dealt with courteously and within reasonable timeframes.
Website
This complaint handling procedure is available on our website at https://utilinked.com.
Request
You can request a copy of this procedure free of charge via email or post by contacting us at info@utilinked.com or at:
Utilinked, Commercial House, 406 - 410 Eastern Avenue, Ilford, IG2 6NQ.
You can submit a complaint through any of the following methods:
complaints@utilinked.com
Telephone
020 3148 9662
Post
Commercial House, 406-410 Eastern Avenue, Ilford, IG2 6NQ
In Person
By scheduling an appointment at our office
Please Include:
Your full name, contact details, customer reference number, a clear description of the complaint, any supporting evidence, and your preferred resolution.
Acknowledgement
We will acknowledge receipt of your complaint within 5 working days. A unique complaint reference number will be assigned.
Investigation
A complaint handler will be assigned and may contact you for more details. We will conduct a thorough and fair investigation of the issue.
Resolution
We aim to resolve complaints within 10 working days. If this is not possible, we will keep you informed of the progress and reasons for delay.
Final Response
A written response will be issued outlining the outcome and any further steps if you remain dissatisfied.
Possible Resolutions Include:
An apology, explanation, remedial action, goodwill gesture or compensation.
We keep detailed records of all complaints to monitor trends and improve our services. This includes dates, summaries of issues, actions taken, correspondence, and outcomes.
If a complaint remains unresolved for more than eight weeks, or if you are dissatisfied with our final response, you have the right to escalate your complaint to the Energy Ombudsman.
This service is impartial and free for you to use. You can contact them as follows:
Post
Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Phone
0330 440 1624
enquiry@energyombudsman.org
Website
www.energyombudsman.org
We treat all complaints as opportunities to learn and improve. We analyse complaints regularly to identify patterns, review policies, and enhance staff training to ensure a better client experience in the future.
Your complaint will be handled in line with UK data protection laws. Any information you provide will be treated confidentially and shared only with those directly involved in resolving your complaint.
We are happy to provide this complaints procedure in alternative formats on request, including large print and foreign languages.