Complaints

How Utilink Consulting Limited Handles Complaints

​

It is Utilink Consulting's intention to provide you with the highest possible level of customer service at all times. However, we recognise that things can occasionally go wrong, and if this occurs we are committed to resolving matters promptly and fairly.

​

The procedure below outlines how you can make a complaint about the business and the process which we will use to review it.

Any complaint, whether made in writing or verbally, is immediately referred to our Customer Liaison Manager. We also record any complaint we receive. Our Customer Liaison Manager is responsible for ensuring that we thoroughly investigate any complaints.

​

How to make a complaint:

​

Should you wish to complain please contact us:

• In writing to the agent you’ve dealt with or any Team Manager - Waterside House, Sunderland Enterprise Park, SR5 2TZ

• By telephone on  0330 054 0471

• By email at customer.care@utilinkconsulting.co.uk 

• In person by visiting our office

​

We strive to ensure that all complaints or disputes are handled within 8 weeks,and will ensure that we remain in contact with you throughout the process. If we cannot resolve the complaint within eight weeks and/or you are not satisfied with the final response you may be entitled to refer the matter to the Ombudsman Service, whose service is impartial and free to use.

 

• In writing to the Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF

• By telephone on 0330 440 1624

• By email at enquiry@ombudsman-services.org

 

You can find more information about the Ombudsman at https://www.ombudsman-services.org/