If something's gone wrong, tell us — we'll put it right
We'd rather hear it directly and fix it than lose you quietly. Here's exactly how a complaint is handled.
Tell us
Call 0116 216 9390, email info@utilitiesms.co.uk with "Complaint" in the subject, or contact us by phone or email.
We investigate
We'll acknowledge your complaint within 5 working days and investigate fully. Resolution may include putting the mistake right, an explanation, an apology or compensation where appropriate.
Internal review
Not satisfied with the outcome? Ask for an internal review and a senior member of the team will re-examine both the complaint and how we handled it.
Independent help
If we can't resolve your complaint within 8 weeks, or we reach deadlock, you may be able to refer it to an independent redress scheme — see below.
Independent advice and redress
If your business is a microbusiness, you may be able to refer an unresolved complaint about a broker to the Energy Ombudsman — a free, independent service that resolves disputes in the energy sector. Contact them on 0330 440 1624, or at energyombudsman.org.
For free, independent advice on your rights as an energy consumer at any stage, Citizens Advice can help: citizensadvice.org.uk/energy or 0808 223 1133. In Scotland, contact Advice Direct Scotland at energyadvice.scot or on 0808 196 8660.
If your complaint concerns an energy supplier rather than our service, we'll help you raise it with them — that's part of what account management means.