Making an energy complaint
Step 1 - Talk to us to sort things out quickly for you
Our customer care team is eager to sort any issue out for you instantly over the phone. If we can't resolve the problem right away we'll then issue you a unique reference number to consistently track the issue until resolved. We'll also write to you within 5 working days of the receipt of your complaint or keep you updated if it takes longer. If you've written to us, we'll let you know we've received the complaint within 5 working days and update you regularly until we reach a final position.
Call us: 01633 328 128
Mon-Fri 10 am-6 pm (excluding public holidays)
Write to us at: Customer Care, Right Utility, 4 Kent Court, Newport, NP18 3FH
Email us at support@rightutilityuk
Step 2 - Escalate if you aren't happy with the progress
Our senior managers will look into this for you. Please get in touch with you & we'll let you know within 48 hours of our receipt & get back to you in 5 working days. Call us: 01633 328 128 Mon-Fri 10 am-6 pm (excluding public holidays) Write to us at: Customer Care, Right Utility, 4 Kent Court, Newport, NP18 3FH Email us at firstname.lastname@example.org
Step 3 - Referral to Ombudsman If we can't agree on a way forward with you
Any of our complaints are usually dealt with instantly by our trained consultants. However, if it takes longer than 8 weeks or we can't agree on a way forward we will let you know in writing via a "Deadlock" letter. We'll also mention your right to get free independent advice from Ombudsman Services: Energy. Any decision they make is binding on us but not on you. If you accept their decision we'll act on their instructions.
Website – www.ombudsman-services.org
Phone – 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)
Email – email@example.com
Post – PO Box 966, Warrington, WA4 9DF