Our Complaints Process
We’ll give your complaint our full attention and keep you up to date with progress. It’s
important to us that we resolve the issue for you as quickly as possible.
Step 1: Contacting Customer Support
Contact us and let us know what has happened and what you want us to do to put it right. Depending on your complaint type, you’ll be able to contact our team by email of telephone.
Please contact us by email, telephone, or post.
Email: Info@alphautilities.co.uk
Telephone: 0161 507 1724
Post: Alpha U Limited, 3rd Floor 82 King Street, Manchester, United Kingdom, M2 4WQ. Registered in England & Wales. Registered Company No. 14839340. All rights reserved.
Our customer relations team are available business days 9am to 5pm.
Step 2: Providing Necessary Information
When filing a complaint, please provide us with as much detail as possible. This includes a clear description of the issue, relevant account or transaction details, and any supporting documentation or evidence. The more information you provide, the better equipped we will be to investigate and address your concerns effectively.
Step 3: Complaint Acknowledgement
Upon receipt of your complaint, we will acknowledge it promptly, usually within 2 weeks. Our acknowledgement will include a reference number for your records, as well as an estimated timeframe for resolution.
Step 4: Investigation And Resolution
We’ll work with you to resolve the matter as quickly as we can.
If after that, you’re unhappy with the outcome or it’s taken us longer than 8 weeks to reach a solution, you have the right to take matters further. We work with a number of ombudsman and dispute resolution providers who will consider complaints about our range of service, products, and financial services matters.
Step 5: Communication And Feedback
We will let you know what we have done to resolve your issue and bring the matter to a close. If after that, you’re unhappy with the outcome or it’s taken us longer than 8 weeks to reach a solution, you have the right to take matters further. We work with a number of ombudsman and dispute resolution providers who will consider complaints about our range of service, products and financial services matters.
Step 6: Escalation
Whatever stage has been reached in the above process eight weeks after we first received your complaint, we shall send you an eight-week letter. Once you have received that letter you are entitled to complain to the Ombudsman, more details as to that step are below.
THE OMBUDSMAN
If you are a microbusiness you are entitled to take your complaint to the Ombudsman should your complaint, not be resolved either a eight weeks after the complaint was first made to us or once you have received a deadlock letter from us, whichever is sooner.
The Ombudsman is an independent body that decides the outcome of disputes between us and our microbusiness customers. There is no charge to you for the Ombudsman’s services.
If you accept the Energy Ombudsman’s decision, we must then honour that decision. You are not though bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation.
The Ombudsman’s contact details:
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Website: www.ombudsman-services.org
The Citizens Advice Bureau:
If you need independent and practical advice, you can also contact the Citizens Advice Bureau. This service gives you free, confidential, and impartial advice.
Website: www.citizensadvice.org.uk
