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How we will handle your complaint

At Switch and Save Utilities Limited, we are committed to providing excellent service to all of our customers. However, we understand that things can sometimes go wrong, and when they do, your feedback is valuable in helping us address any issues and improve our services.

If you are not satisfied with any aspect of our service, we encourage you to follow the steps outlined in our complaints procedure. We will handle your concerns fairly and promptly, ensuring your issue is resolved to your satisfaction.

We encourage you to follow the steps outlined in our complaints procedure below. We will handle your concerns fairly and promptly, ensuring your issue is resolved to your satisfaction.

  • Acknowledge the complaint within three working days.
  • Investigate the issue thoroughly and aim to resolve it as quickly as possible.
  • Aim to resolve complaints within eight weeks. If the complaint involves third parties, the resolution process may take longer.


How to Raise a Complaint

You can raise a complaint in several ways. To ensure we can resolve your issue efficiently, please provide as much detail as possible, including:

  • Your full name and business name
  • Your business address
  • A contact telephone number and email address
  • A detailed explanation of your concerns
  • Any supporting documents (e.g., contracts, bills)

You can contact us via:

Telephone

+44 (0) 203 287 1245

Email

info@switchandsaveutilities.com

By Post

8B Oxford Close, N9 0NB, London, United Kingdom

What Happens After You Submit a Complain?

Once we receive your complaint, we will acknowledge it within three working days. Our team will thoroughly investigate the issue and aim to resolve it as quickly as possible. In most cases, we aim to resolve complaints within eight weeks. If the complaint involves third parties, such as energy suppliers or other brokers, the resolution process may take longer, but we will keep you updated throughout the process.

During the investigation, we may need additional information from you to fully understand the issue. If this happens, we will contact you and work with you to gather all necessary details.

How We Resolve Complaints

When resolving a complaint, we aim to ensure the following:

If You’re Not Satisfied with Our Response

If you are not satisfied with the outcome of our investigation, or if eight weeks have passed and the issue remains unresolved, you have the right to escalate your complaint to the Energy Ombudsman. This is a free, independent service that helps resolve disputes between energy brokers and consumers.

You can contact the Energy Ombudsman in the following ways:

Website: www.energyombudsman.org
Phone: 0330 440 1624
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Email: enquiry@ombudsman-services.org

The Ombudsman may suggest solutions such as requiring us to take corrective action, issue a formal apology, or offer compensation. Please note that you must have first given us the opportunity to resolve your complaint before escalating it to the Ombudsman.

Additional Support

If you need assistance at any point in the process, or if you have special circumstances (such as a disability or specific needs), you can ask for help from Citizens Advice. They offer free and impartial advice on how to deal with complaints related to energy services.