At Utiliplus, we aim to deliver a five-star service to every customer. But if things don’t go to plan, we’re here to listen and resolve issues fairly and quickly.
How to make a complaint:
You can contact us by:
Email: complaints@utiliplus.co.uk
Phone: 07949 072 479
Post: Flat 175 Broadway, Urmston, Manchester, M41 7NW
Our customer service team is available Monday to Friday, 8am–6pm.
What happens next?
1) Acknowledgement
Within 2 working days, we’ll confirm your complaint and assign a dedicated manager.
2) Investigation
We may request more info to understand the issue fully.
3) Initial decision
We aim to respond within 10 working days. If we need more time, we’ll keep you updated.
4) Your response
Let us know if you accept our decision. If not, you can request a review.
5) Review
We’ll re-investigate and provide a final response within another 10 working days.
6) Eight-week letter
If unresolved after 8 weeks, we’ll issue a letter so you can escalate to the Ombudsman.
7) Deadlock letter
If you reject our decision, we’ll send you a deadlock letter.
If you’re a microbusiness, you can contact the Energy Ombudsman free of charge:
Email: enquiry@ombudsman-services.org
Phone: 0330 440 1624
Post: PO Box 966, Warrington, WA4 9DF
Website: www.ombudsman-services.org
For free, independent advice, contact Citizens Advice at www.citizensadvice.org.uk.
We’re committed to resolving your complaint with respect, fairness, and transparency.
