COMPLAINTS PROCEDURE

What happens if you’re unhappy with our service?

We at ON Utility prioritize our customers’ satisfaction and appreciate your feedback to enhance our service. If you encounter any issues with our service, please inform us so that we can take necessary actions to resolve them promptly.

Your viewpoint is crucial to us, and we constantly strive to upgrade our service quality. Our committed team ensures complete openness and strives to offer outstanding solutions to address your concerns.

How it Works

If we cannot find a suitable solution or if we require further investigation, we will respond to you within 1-5 (working) days of your initial contact in the following manner:

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OUR RESPONSE

Our team will get in touch with you to discuss your issue. We aim to handle the matter with professionalism and resolve it promptly, considering the initial information you provided in your complaint.

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FURTHER ACTION

To proceed accordingly, we may require additional information about your complaint, either from you or your supplier. Kindly allow a grace period of 1-5 (working) days to enable you and your supplier to provide the necessary information.

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INVESTIGATION

If stages 1-2 fail to resolve your complaint, we will conduct an official in-house investigation. This process may take up to 14 working days, and our complaints manager will contact you with a suitable solution once all necessary information has been gathered.

Our team of energy experts is dedicated to resolving your issues promptly and professionally. We will strive to go above and beyond to ensure your matter is resolved to the best of our abilities.

If you remain dissatisfied with our response, you have the option of contacting the Ombudsman independently. As an impartial team, they can explore additional solutions to your complaint, such as contacting your supplier to review your case, assessing the supplier’s decision, and ensuring that they respond to your complaint. If appropriate, they may also offer compensation.

It’s important to note that there is a time limit for escalating your complaint to the Ombudsman. You must contact them within 12 months of your supplier’s final decision.

Additional help:
Please seek advice from the Citizens Advice consumer helpline if you need help making your complaint to Ombudsman.

Complain on ombudsman