Complaints Process.
We take your concerns seriously and resolve them quickly.
If you’re unhappy with any part of our service, we want to know. Our complaints process is designed to resolve issues quickly, fairly, and in line with industry regulations.
Complaints Process.
We take your concerns seriously and resolve them quickly.
If you’re unhappy with any part of our service, we want to know. Our complaints process is designed to resolve issues quickly, fairly, and in line with industry regulations.
Complaints Process.
We take your concerns seriously and resolve them quickly.
If you’re unhappy with any part of our service, we want to know. Our complaints process is designed to resolve issues quickly, fairly, and in line with industry regulations.
Step 1 - Tell us about your concern
You can contact us by phone, email, or in writing. Please provide as much detail as possible, including your account number or contract details.
We’ll confirm we’ve received your complaint within 2 working days and give you the name of the person handling it.
Step 2 - Acknowledge your complaint
Step 3 - Investigation
Your account manager or a senior team member will review the details, contact any relevant suppliers, and investigate the matter fully.
We aim to resolve complaints within 10 working days. If we need more time, we’ll update you on progress and give you a revised timeline.
Step 4 -
Our response
Step 5 - If you're still unhappy
If we cannot reach a satisfactory resolution, you have the right to escalate your complaint to the Energy Ombudsman. We’ll provide you with all the details you need to do this.
Step 1 - Tell us about your concern
You can contact us by phone, email, or in writing. Please provide as much detail as possible, including your account number or contract details.
We’ll confirm we’ve received your complaint within 2 working days and give you the name of the person handling it.
Step 2 - Acknowledge your complaint
Step 3 - Investigation
Your account manager or a senior team member will review the details, contact any relevant suppliers, and investigate the matter fully.
We aim to resolve complaints within 10 working days. If we need more time, we’ll update you on progress and give you a revised timeline.
Step 4 -
Our response
Step 5 - If you're still unhappy
If we cannot reach a satisfactory resolution, you have the right to escalate your complaint to the Energy Ombudsman. We’ll provide you with all the details you need to do this.
Step 1 - Tell us about your concern
You can contact us by phone, email, or in writing. Please provide as much detail as possible, including your account number or contract details.
We’ll confirm we’ve received your complaint within 2 working days and give you the name of the person handling it.
Step 2 - Acknowledge your complaint
Step 3 - Investigation
Your account manager or a senior team member will review the details, contact any relevant suppliers, and investigate the matter fully.
We aim to resolve complaints within 10 working days. If we need more time, we’ll update you on progress and give you a revised timeline.
Step 4 -
Our response
Step 5 - If you're still unhappy
If we cannot reach a satisfactory resolution, you have the right to escalate your complaint to the Energy Ombudsman. We’ll provide you with all the details you need to do this.
How to contact us with a complaint
Phone
01246 903 901
info@choiceutility.co.uk
Post
Choice Utility, The Old Chapel Off Chester Street, Brampton, Chesterfield, Derbyshire, England, S40 1DN