Complaints

COMPLAINTS PROCEDURE

At Utilities Broker Solutions, I pride myself on excellent customer service and treating all customers fairly, honestly and with full transparency at all times. As a reputable broker, it is also a requirement for me to be a member of the Ombudsman Services Energy Broker ADR Scheme which I am and I will continue to renew this membership for every trading year. However, I also understand that sometimes things can go wrong – whether it be sales or marketing-related or simply the level of service you feel that you have received. You can rest assured that I will be very upset should this happen and I take all complaints very seriously. I always do my utmost to resolve any issues as promptly as possible and if you are unhappy and wish to make a complaint you can do so via any of the methods listed below:

·       Write to Utilities Broker Solutions @ 35 St James’s View, Penicuik, Midlothian, EH26 9DZ.

·       Telephone 01968 679966 or 07890 951470.

·       Email info@brokersolutions.uk

Any client who makes a complaint will be treated with absolute courtesy and respect. I strive to resolve all complaints ASAP and would reach out to you within 48 hours to inform you of the likely timescales to do so. If I feel the complaint will take much longer to resolve – you will receive written confirmation of this from me during the initial period also. I will ALWAYS apologise for any upset caused (this would clearly be unintentional!) and one potential remedy may include the offer of a goodwill gesture or compensation. Finally, I would keep in touch throughout every stage of the complaint and keep my own records on the date the complaint was first received etc. If I have not been able to resolve your complaint after eight weeks or more, you have the right to escalate your complaint to Ombudsman Services. This service is free and impartial for clients to use.  You can contact the Ombudsman here: