We’re committed to continuously improving our service and getting it right first time for our customers, but sometimes things go wrong and if that happens, we want to make it as easy as possible for you to let us know so we can put it right. Our complaints policy sets out how to contact us and lets you know how we’ll resolve your complaint.
As much detail as possible about the nature of your complaint
The best number and time to contact you
What to expect when you have logged your complaint:
We’ll contact you within 2 working days of receiving your complaint to let you know we’ve received it. We aim to resolve all complaints within 14 days, depending on the nature of the complaint and will keep you updated while we investigate your complaint.
What to do if we have not managed to resolve the complaint to your satisfaction:
We hope to resolve all complaints first time. However, if after we have issued our formal resolution of your complaint, you remain unhappy you may escalate the complaint to the Head of Customer Support Department to review.
In addition, if you are a consumer or a Small Business (defined as a business containing 10 or less employees) and we have failed to deal with your complaint to your satisfaction within eight weeks, or we have reached a deadlock and there is nothing more we can do to resolve the complaint, you may refer the complaint to the Ombudsman Services.
The 4th Utility is a member of the approved dispute resolution scheme with the Ombudsman Services which provides a free independent service. If we have failed to resolve the dispute within eight weeks you may request a deadlock letter from T4U which you must send to the Ombudsman within 12 months of receiving the deadlock letter.