Her Utility Limited is committed to meeting each customer’s specific energy needs as well as giving them the best possible customer service. We think we do this in most cases, but if we receive a complaint we will do everything we can to fairly resolve the matter.
Her Utility Limited is committed to meeting each customer’s specific energy needs as well as giving them the best possible customer service. We think we do this in most cases, but if we receive a complaint we will do everything we can to fairly resolve the matter.
Here is our procedure:
- You can submit your complaint by letter, email, or phone call.
- We ask that you give us as much information as possible regarding the problem and inform us as to what we can do to resolve the issue.
- We will confirm with a letter or email that we have received your complaint within five business days of receiving it. That confirmation will name the person assigned to handle the problem. If at all possible, that person will not be anyone who was directly involved in the problem,and they will be someone with full authority to settle the matter.
- Unless you specifically ask us not to, we may try speaking with you directly by phone, so that we have a clear understanding of the situation that led to your complaint. This would make it easier to find the proper resolution.
- Within two weeks of us receiving your complaint you will receive either of the following from us:
- • our final response that will adequately resolve the problem; or
- • an interim response explaining why we haven’t yet been able to resolve the problem and when we will contact you next.
- You can expect to receive a final response from us that fully addresses your complaint no later than two months from when we received your complaint.
- If we find that the situation deserves redress, we will compensate you fairly, owning up to our responsibility for what occurred and will adhere to the offers of redress that we’ve agreed on. However, proper redress may not be in the form of a financial settlement, but instead require an apology or a willingness on our part to re-do the work we performed.
- If you find that our final response is unsatisfactory, we will consider another response, but if there is no new evidence to consider or material flaws in our findings, we will probably not adjust the results of our investigation.
- If after issuing our final response we do not hear back from you within two weeks, we will assume that you find the resolution satisfactory.
- If after all this you believe that we have mishandled your complaint, and we are unable to find a mutually acceptable resolution in more than two months, then you are free to bring the matter to the Energy Ombudsman service.
- Since Her Utility Limited is a member in good standing of the Ombudsman Services Energy Broker ADR scheme, their services in this regard would be totally impartial and free of charge if you want to use it.
How to submit a complaint:
By letter:
10 Great Central Road
Loughborough
LE11
By phone:
0800 368 8038
By email:
ad***@he********.uk