Our Commitment to You
Complaints Handling
Procedure
At Elite Utility Limited, we are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we want to hear from you so we can investigate and resolve the matter fairly and transparently.
Elite Utility Limited | Company Number: 17058113
What Is a Complaint?
A complaint is any expression of dissatisfaction, whether spoken or written, relating to the services provided by Elite Utility Limited. We take all feedback seriously and are committed to addressing your concerns professionally and fairly.
How to Make a Complaint
You can raise a complaint directly with your Elite Utility Limited contact or by email and post as per details below:
Phone
0203 370 2124
Speak with our team
Post
Elite Utility Limited, 720 Catalyst House 720 Centennial Ave, Elstree, United Kingdom, WD6 3SY
Send written correspondence
Your name and business name
Contact details (email and phone)
Detailed description of the complaint
Any relevant account numbers or contract information
What outcome you would like to see
Please Include:
Our Complaints Process
1
Complaint Acknowledgement
Within 5 working days
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Acknowledge receipt of your complaint
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Provide confirmation that investigation is underway
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Inform you of the person responsible for handling your complaint
2
Investigation
Ongoing
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Review all relevant communications
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Examine contract documentation
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Review supplier information (if relevant)
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Check internal records
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Contact you if further information is required
3
Resolution
Within 10 working days (where possible)
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Provide explanation of what happened
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Issue final response addressing your complaint
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Implement corrective action if needed
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Keep you informed if more time is required
Final Response & Escalation
Final Response / Deadlock
If we are unable to resolve your complaint immediately, we will continue investigating and aim to provide a final response as quickly as possible.
If we cannot reach agreement, or the complaint remains unresolved after 8 weeks, we will issue a Final Response (Deadlock Letter).
This letter confirms our position and informs you of your right to escalate the complaint to the Energy Ombudsman.
Escalating Your Complaint – Microbusiness Customers
If you are a microbusiness customer and are unhappy with our final response, or if the complaint has not been resolved after 8 weeks, you may refer the matter to the Energy Ombudsman.
The Energy Ombudsman provides a free and independent dispute resolution service.
Energy Ombudsman
Contact Details
Phone
0330 440 1624
Post
Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Website
Continuous Improvement
Complaints provide valuable feedback. We review complaint trends to improve our processes, enhance customer service, and prevent similar issues from occurring in the future. Your feedback helps us serve you better.
Improve our processes
Enhance customer service
Prevent future issues