Complaints Handling Procedure
S&S Utility Hub is committed to providing the highest levels of service to all our customers. If you are in any way dissatisfied with our services or have any concerns, then please let us know as this will help us to continually improve our service to you.
Our aim is to ensure that any issues you may raise are properly addressed and appropriate actions are taken where necessary, as we thrive for customer excellence.
Stage One – Raising a complaint
We strive to thoroughly, immediately, and courteously resolve your concerns since we take all complaints seriously.If you have a complaint, you should get in touch with us right away via one of the methods listed below. Please be sure to include an outline of your issue together with your contact details, business name, and address.
Phone: +447351069172
Email: info@sandsutilityhub.co.uk
Letter: 82 Benland, Bretton, Peterborough, England, PE3 8ED
Online: https://sandsutilityhub.co.uk/contact/
Stage Two – Acknowledgement
Within three working days, we will acknowledge receipt of your complaint and take it into consideration as soon as feasible. We will log the complaint and give you a reference number that you can use to find out how the dispute is progressing.
Stage Three – Investigations
In order to look into any miss-selling or contract-related disputes, we review all presales calls and communication channels relevant to that specific contract. To make sure all checks are complete, we could, if necessary, ask you for more information or supporting evidence.
Stage Four – Resolution
We will get in touch with you to discuss the specifics of our results after all inspections are finished.Since we firmly believe that misrepresentation and miss-selling are unacceptable, if this happens, we will inform the supplier of our conclusions, request that they terminate the contract, and send you back to your previous provider.If the evidence disproves the complaint, we will give you our conclusions and supporting documentation to substantiate that no further action will be taken. The complaint will go to “deadlock” if you disagree.
Stage Five – In the event of a deadlock
If you disagree with our conclusions or solutions, your complaint will be forwarded to deadlock. In this situation, you should wait the allotted amount of time before referring your disagreement to the Ombudsman for a free, unbiased, and independent review.
Stage Six – Contacting the Ombudsman.
Ofgem, the Ombudsman, will examine your case. They provide an unbiased and independent review, and the service is totally free. Only in the following situations should you get in touch with the Ombudsman.
After the complaint was filed, eight weeks have gone by with no resolution.
We have sent you a deadlock letter, and you have decided that this is unreasonable.
The Ombudsman can be contacted by letter, email, postal mail, or online form.
0330 440 1624 (phone)
contact@ombudsman-services.org
Post: Ombudsman Services: Energy, Warrington, WA4 9DF, P.O. Box 966
https://www.ombudsman-services.org/complain-now is the website.
The following website provides additional details about the Ombudsman process: https://partners.ombudsman-services.org/our-services/our-process
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