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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.

You can contact us by phone, email, or in writing. Please provide as much detail as possible, including your account number or contract details.

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.

We’ll confirm we’ve received your complaint within 2 working days and give you the name of the person handling it.

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.

Your account manager or a senior team member will review the details, contact any relevant suppliers, and investigate the matter fully.

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.

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.

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.

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.

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


Email

info@choiceutility.co.uk


Post

Choice Utility, The Old Chapel Off Chester Street, Brampton, Chesterfield, Derbyshire, England, S40 1DN