Complaints & Dispute Resolution Policy

1. Our commitment

We take all complaints seriously. We will handle your complaint promptly, fairly and confidentially, and treat you with respect throughout the process.

2. How to make a complaint

You can contact us in any of the following ways:

• Email: josh@utilixenergy.co.uk
• Telephone: 01460 200574
• Post: Complaints Team, Utilix Energy Ltd, 132 Seals Drive, Wakefield, WF7 7FT, United Kingdom

To help us investigate quickly, please include:

• Your business name and contact details;
• Your account or contract reference (if known);
• A clear description of the issue and what you would like us to do to resolve it;
• Copies of any relevant correspondence.

3. Our internal complaints process

1. Acknowledgement (within 5 working days): we will confirm receipt of your complaint and the name of the person investigating it.
2. Investigation: we will fully investigate the issue, which may include reviewing call recordings, correspondence and contract records, and contacting the relevant supplier where appropriate.
3. Response (within 4 weeks): we will provide a written response setting out our findings and any proposed resolution. If we need more time, we will explain why and keep you informed.
4. Final response / deadlock (no later than 8 weeks):if we have not been able to resolve your complaint within 8 weeks, or if we reach an impasse sooner, we will issue a final response (“deadlock letter”) confirming your right to refer the matter to our Alternative Dispute Resolution (ADR) scheme.

4. Alternative Dispute Resolution (ADR)

Utilix Energy Ltd is registered with an Ofgem-approved Alternative Dispute Resolution scheme — Ombudsman Services: Energy. Eligible micro-business customers may refer an unresolved complaint to the scheme free of charge if:

• It has been 8 weeks since you first raised your complaint with us; or
• We have issued a deadlock letter confirming that we cannot resolve it further.

The ADR scheme is independent and impartial. Its decisions are binding on us if you accept them.

Ombudsman Services: Energy
Website: www.ombudsman-services.org/sectors/energy
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

5. Complaints about your energy supplier

If your complaint is about the supply of energy itself (for example billing, metering, or supply quality) it should be directed to your energy supplier in the first instance. We can help you understand the process and provide guidance.

6. Citizens Advice

Free, independent advice on energy issues is also available from the Citizens Advice consumer service:
Website: www.citizensadvice.org.uk
Helpline: 0808 223 1133

7. Records

We maintain records of complaints and the actions taken to resolve them, and we review these regularly to improve our service.