Complaints Policy

Utilitrack’s Complaints Policy and Procedure

Last updated 17 August 2022

Our Complaints Policy

At Utilitrack Ltd we constantly strive for continuous improvement. As our client, you are important to us and we believe you have the right to a fair, swift and courteous service always.

If something goes wrong or you are not happy with the service you have received, we would like the opportunity to put it right. We aim to deal with complaints promptly, effectively and in a positive manner. Should you feel the need to complain, you will be treated with courtesy and respect.

For your reassurance and protection, Utilitrack Ltd is a member of the Ombudsman Services Energy Broker ADR Scheme. This means there is an independent and free service you can contact if you are not happy with the way we deal with your complaint.

Depending on what we’ve got wrong, a complaint may be resolved by apologising, making a goodwill gesture or giving compensation.

If you make a complaint, we will follow our Complaints Procedure below. This also includes details of how you can make a complaint. Complaints may be made and progressed through each stage of our Complaints Procedure by phone, in person, or in writing (including by email).

Our Complaints Procedure

1. How to Make a Complaint
If you feel the need to complain about our service, please contact us by phone, in person, or in writing by post or email via one of the methods below. Please include full details of your complaint, what you would like us to do to resolve your complaint (if relevant) and how we can get in contact with you.

Operations Manager
Utilitrack Ltd
Unit 149-150 Icon Business Centre
4100 Park Approach
Colton, Leeds
LS15 8GB
Tel: 0113 397 0331
email: complaints@utilitrack.co.uk

A copy of this document is available from Utilitrack by email or post for free upon request via the contact details above.

2. How We Will Respond Initially
We will acknowledge your complaint in writing within 5 working days of receipt of your complaint.

3. What We Will Do Next
Within 5 working days we will log the details of your complaint and the date it was received on our Complaints Log held within Operations and on our Customer Relationship Management (CRM) system. We will then initiate an investigation via the relevant department and will hopefully be able to resolve your complaint.

4. When We Will Respond Fully To Your Complaint
We will endeavour to send you a final response within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

5. Complaints Relating Specifically to Energy Suppliers
If your complaint relates specifically to an energy supplier, we will tell you how to complain directly to the supplier. If the matter isn’t resolved by the supplier to your satisfaction within eight weeks, the matter can be escalated to Ombudsman Services (contact details at 6 below).

6. How to Escalate Your Complaint
If you are not satisfied with our response to your complaint or we don’t respond within eight weeks, you can escalate your complaint to Ombudsman Services. If we feel we are unable to resolve your complaint directly or within eight weeks, we will let you know and suggest you contact Ombudsman Services. Their service is impartial and free for you to use. They can be contacted via the details below:

• Online: https://www.ombudsman-services.org
• By phone : 0330 440 1624
• By post :
  Ombudsman Services : Energy
  PO Box 966
  Warrington
  WA4 9DF