Utilinet Ltd

Complaints Process

Complaints will be received from time to time and Utilinet Ltd will deal with your complaint in a fair and constructive manner as part of our professional Complaint handling process. This will provide feedback and create an opportunity to learn and therefore assist our aim for better standards of service to you, our clients. We regret the that you feel that you have had to complain and will ensure that we are as helpful and friendly as possible during the complaints process.

Complaints should be sent by letter or email to:

Utilinet Ltd, 6 Springwell Avenue, Sheffield S20 1XD or by email to dawn@utilinet-yorkshire.co.uk who will acknowledge receipt and provide the contact details of the person responsible for resolving your complaint.

We will endeavour to resolve your complaint as soon as possible with courtesy and respect; however, we may need to carry out investigations which may take longer. We will aim to resolve your complaint within 10 days, but should this take longer we will send you an update within this timescale.

We will record your complaint and all communication associated with it, we will also track the time your complaint has been opened. The complaints handling process covers all communications mediums with our customers, including email, phone, and any correspondence sent to and from our address.

We may seek to resolve your complaint by making an apology to you, making a gesture of goodwill or by giving compensation.

If after 8 weeks you are still not satisfied with the outcome of your complaint, you can raise your complaint to Ombudsman Services. This is a free service, and you will not be charged for using this service. Ombudsman Services are completely impartial.

Utilinet Limited is responsible for making sure all its representatives are fully trained on their complaints and escalation procedures