Complaints and Disputes
At Managing Utilities Ltd we view client concerns as an opportunity to learn and improve our service for the future, as well as an opportunity to demonstrate how we respond to and address the business requirements of our clients. All client concerns will be responded to sensitively and we will be mindful of all relevant data protection and OFGEM requirements.
A copy of this procedure is available for free via post; email and our website. Please contact a member of the team in order to request a copy.
Email: info@managingutilities.co.uk
Telephone: 0141 632-3230 – please ask to speak to the Complaints Manager.
Write to: Complaints Manager, Managing Utilities Ltd, The Greenlaw Works, Greenlaw Way, Glasgow, G77 6EF
Client Satisfaction Process – Complaint Stage 1
If you would like to raise a complaint regarding an aspect of our service please let us know as soon as possible.
You can do this via phone, email or in writing using the details above. We will respond to you fully within 10 working days including confirmation of the unique complaint reference number for your case.
If you remain unsatisfied 10 working days after raising your complaint please let us know and we will escalate the matter to Stage 2. You can do this via email, phone or in writing.
Client Satisfaction Process – Complaint Stage 2
If we have been unable to resolve your complaint it will be escalated to a member of the management team who will independently review the matter and will respond to you fully within 10 working days.
If you remain unsatisfied 10 working days after escalating your complaint to stage 2 please let us know and we will escalate the matter to Stage 3. You can do this via email, phone or in writing.
Client Satisfaction Process – Complaint Stage 3
A director will review your complaint, explore and identify options to resolve it, and will write to you explaining our response within 10 working days.
If you remain unsatisfied please let us know and we will provide you with a deadlock letter. If you are a microbusiness you can refer your complaint to the Alternative Dispute Resolution Scheme to be impartially reviewed.
ADR Scheme – Additional Support for Microbusinesses
Additional support is available to microbusinesses via the Energy Ombudsman Alternative Dispute Resolution (ADR) Scheme.
The ADR Scheme provided by the Energy Ombudsman is impartial and is free of charge to our clients. Resolutions proposed by the Energy Ombudsman are binding on CTP but optional to our clients. Resolutions can include: an apology; an explanation of what went wrong; practical action to be taken to correct the problem; and/or a financial award.
To qualify for access to the ADR Scheme you must:
- Be one of our clients; and
- Qualify as a microbusiness as defined by OFGEM*
- Have followed our complaints procedure; and either:
- Waited at least 8 weeks since raising your initial complaint; or
- Have received a deadlock letter from us.
(*) OFGEM defines a microbusiness as a non-domestic customer who:
- employs fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
- uses no more than 100,000 kWh of electricity per year; or
- uses no more than 293,000 kWh of gas per year.
If you qualify for the ADR Scheme you can engage the Energy Ombudsman directly for free using the below contact details:
Email: enquiry@energyombudsman.org
Telephone: 0330 440 1624
Write to: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Website: www.energyombudsman.org