Complaint Handling

Complaint Handling Policy

At Excellence Utilities, we pride ourselves on customer service. If you have a complaint, please contact us immediately so we can resolve it quickly and improve our service.
We encourage addressing concerns directly with the relevant personnel first, and we are committed to resolving issues in four simple steps to ensure your satisfaction.

4 Crucial, Simple Steps

Phase 1

Your satisfaction is our top priority. If anything goes wrong or if you're not completely satisfied with our service, please don’t hesitate to contact us at your earliest convenience. We’re dedicated to resolving any issues swiftly and to your full satisfaction.

To assist us in addressing your concerns effectively, kindly reach out through one of the following channels, and be sure to include your phone number, business name, address, your name, and a detailed description of your complaint:

Mobile: +44 2032396265
Email: rizwan@excellenceutilities.co.uk
Post: Regus, 268 Bath Road, Slough, England, SL1 4DX

Phase 2

Once we receive your complaint, we will log it and assign your case to one of our dedicated complaints handlers. They will contact you to confirm receipt, and an acknowledgement letter will also be posted to you. We aim to resolve all disputes within 7 working days. In some cases, we may need to liaise with a third party, such as the supplier involved in the contract, to effectively handle the dispute. Rest assured, your complaint will be dealt with politely and with the intention of reaching an amicable resolution.

If you remain dissatisfied with the initial resolution provided, you have the option to escalate your concerns to a Resolution Handler for further assistance.

Phase 3

EXCELLENCE Utilities Ltd is committed to thoroughly addressing any concerns you raise. Our dedicated complaint handler will diligently investigate all allegations and the circumstances that led to your complaint. You are welcome to contact them at any time for updates on the progress or to discuss any additional concerns you may have.

Phase 4

Once we've completed our review, we will contact you with our response. If you're dissatisfied, you can challenge it within 5 working days with new evidence. If unresolved after 8 weeks or at deadlock, you can refer your dispute to the Ombudsman (Ofgem).

You also have the option to escalate to a Senior Escalated Resolution Handler at any stage.

Whatever issue you are facing with your current supplier we'll try our level best to sort it out
EXCELLENCE UTILITIES LTD today on 02032396265.