COMPLAINT PROCEDURE

At HH Utilities, we pride ourselves on customer excellence, in the unusual occasion you have a complaint, it is crucial you notify us immediately so that we can put things right and continue to improve our service to you. By fixing this in four easy steps, we hope to address any problems you may have had.

1. Establishing communication

Please use one of the channels below to contact us, being sure to include your name, phone number, business name, address, and a thorough description of your issue.

Email: info@hutilitiesltd.com; phone: +44 742 643 4686
Post: 15 St. Peters Road, Croydon, England, CR0 1HL

2.Acknowledgment

Once we get your complaint, we will log this and assign your case to one of our professional complaints managers. In addition to sending you an acknowledgement letter, they will get in touch with you to confirm receipt. Our goal is to settle every disagreement within seven business days. In order to resolve the issue, we might occasionally need to communicate with a third party, specifically the supplier with whom the contract was signed. The issue will be dealt with in a polite manner with a goal to coming to an amicable resolution.

3. Research

SA Utilities Ltd. makes an effort to fully address any issues you may bring up. Your complaint handler will work quickly in the background to investigate any and all charges and the situation which had led to your complaint. For a progress report or to address any further issues, you can get in touch with them at any time.

4.Outcome

We will get in touch with you to send you our response after all checks are finished, making sure to sufficiently address your issues. If necessary, we will also offer advice on any necessary actions. If you don’t agree with the response, you have five working days to contest it on the grounds that you have more proof of any significant errors. We will be pleased to reconsider this and send you an updated final response. Should this not be the case, we shall deem the first response the final response. It is our intention to avoid this circumstance; therefore, our primary goal is to arrive at a resolution you are content with.

In the case that you are dissatisfied with the final response, we shall switch the status to ‘deadlock.’ If a deadlock arises, or in the very improbable situation that 8 weeks have passed without settlement, you can send your disagreement to the Ombudsman (Ofgem) for an impartial review. You can do this using any of the ways below, and it can be done at any moment within 12 months of deadlock/8-week quota.

Ofgem: 0330 440 1624; https://www.ofgem.gov.uk/

Post: Ombudsman Services: Energy, Warrington, WA4 9DF, P.O. Box 966

https://www.ombudsman-services.org/complain-now is the website.
Should you have any problems with a member of staff or your complaints handler, rest assured you can direct this to senior management via email on info@hhutilitiesltd.com, who will resolve the situation. If necessary, they will assign a new handler to you.