Utility Trade

Complaints Procedure

Utility Trade Group strive to provide excellent service and are proud to have signed up to the TPI Code of Practice. However, should something go wrong, or you are unhappy with the service you have received, then please get in touch with us at the earliest opportunity so we can look to put things right as soon as possible. 

Complaints can be sent to info@utilitytrade.com or posted to Utility Trade Group, Office 3 & 4 Saint Marys House, Saint Marys Road, Market Harborough, Leicestershire, LE16 7DS. Alternatively, you can call us on 0116 3667981.Please ensure that you leave your contact details so we can get back in touch with you.

Step 1
A complaint has been received by Utility Trade Group, either in writing/email or verbally about dissatisfaction with the service received. The customer is to provide as much detail as possible regarding the reasons for the complaint and what solution they deem appropriate. Utility Trade Group will acknowledge the complaint within five business days, either by letter or email and provide the customer with the details of the person who will be handling the complaint. The person assigned to the case will not have been directly involved in the complaint where possible. 

Step 2
Utility Trade Group will contact the customer within two weeks of receiving the complaint with one of the below outcomes:

  • A final response which addresses the complaint
  • A holding response which explains why we are not yet able to resolve the complaint, including indication of when we will be in touch with further contactIf we do not hear from the customer within seven working days of issuing the final response, we will close the complaint and surmise the customer is satisfied with the outcome. 

Step 3
If Utility Trade Group identify that an error has been made, we will do our best to put things right. This could be any of or a combination of the following:

  • An apology
  • A clear explanation of the circumstances surrounding the error
  • Details of any remedial action taken to resolve the error
  • A means of compensation

Step 4
If you are not satisfied with Utility Trade Group’s final response, upon receiving new evidence or an appeal we will review the complaint again. Without any additional material, it is unlikely to change the outcome. 

Step 5
Utility Trade Group will aim to resolve the complaint, sending a final response which adequately addresses the complaint no later than eight weeks from receiving the original communication from the customer. 

Step 6
If you are not satisfied with Utility Trade Group’s final response, you can choose to escalate the complaint to the Ombudsman Services. You can use this service if you the customer and Utility Trade Group are unable to come to a resolution and you receive a deadlock letter or it has been unresolved for more than eight weeks. The Ombudsman Service is impartial and free for customers to use. You can contact the Ombudsman here: 

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