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Utility Bidder’s complaints procedure

Our complaints procedure

Utility Bidder Complaints Procedure prior to 1st June 2026

We endeavour to offer the highest level of service throughout the duration of your contract However, if something does go wrong and you want to make a complaint, we will investigate any issues and aim to rectify any issues promptly, where possible

We embrace any feedback and continually look to improve.  However, if a customer feels dissatisfied with any element of our service, we welcome the opportunity to put things right.

We would like to think that it would not be necessary to go beyond the first step, however we understand that in very rare circumstances you may need to present your case where the end result leaves you unsatisfied. Our complaint service is impartial and free for the clients to use. Any customers making complaints will be treated with courtesy and respect.

 

Step 1

A complaint is any expression of dissatisfaction with the service received by Utility Bidder. A complaint may be made in writing, email, by telephone or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see. We retain copies of all complaints received.

Email: complaints@utilitybidder.co.uk
Telephone: 01858 452 581
Post: Utility Bidder, Corby Innovation Hub, Bangrave Road South, Corby, NN 17 1NN

 

Step 2

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

 

Step 3

Within two weeks of receiving a complaint we will send you either:

  1. a final response which adequately addresses the complaint; or
  2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  3. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

Step 4

If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.

 

Step 5

We will send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint

 

Step 6

If you are unhappy with our final response, you may use the Dispute Resolution Ombudsmen or Energy Ombudsman. You can also use either of these services in the unlikely event that the complaint has not been resolved within eight weeks of submission.

Their websites are: https://www.disputeresolutionombudsman.org/dispute or Resolve Energy Complaints | Energy Ombudsman and gives more information about the service they provide and the various ways they can be contacted. The ADR scheme is impartial and free to use.

Business Essential Services Limited T/A Utility Bidder Complaints Procedure from 1st June 2026

How to complain

  • Call our Complaints team on 01858 452 581
  • Email our Complaints team at complaints@utilitybidder.co.uk
  • Write to our Complaints team at Complaints team, Corby Innovation Hub,
    Bangrave Road South,
    Weldon, Corby, NN17 1NN

What can you complain about?

Utility Bidder helps customers find and manage suppliers. So complaints can relate to Utility Bidders own service or the service of the supplier we switched you away from or to.

You can complain because you are unhappy with the service you’ve received, or because you feel that you have lost time or money because of a mistake.

How we’ll deal with your complaint

We promise to deal with every complaint promptly and fairly.

We have a dedicated team of complaints agents, who are independent of any other customer-facing team and report to our Chief Customer Officer and Chief Commercial Officer.

Complaints won’t be dealt with by anyone who is involved in what you’re complaining about.

We have dedicated processes for identifying, managing, and resolving complaints.

Our complaints agents will investigate your complaint by gathering and reviewing evidence, for example, website data, call recordings, or emails.

We deal with complaints as quickly as possible, especially where the complaint is about financial loss that could increase with time.

If you’re not happy with your complaint agent or don’t agree with their findings, you can ask, and we’ll escalate your case to someone more senior.

If the evidence is inconclusive (for example, we don’t have all the relevant call recordings or emails) we’ll give you the benefit of the doubt.

We’ll try to identify vulnerable customers and give them specific treatment to ensure fair outcomes.

How we’ll keep you up to date on your complaint

We’ll email you within 24 hours to confirm we’ve logged your complaint. If we don’t have an email address where we can communicate with you about your complaint, we’ll call you within 48 hours to confirm we’ve logged your complaint.

We’ll email or call you every 5 working days to let you know about the status of your complaint and our investigation.

Our complaints agents will respond to your emails or calls within 48 hours.

When we’ve concluded our investigation, we’ll email or write to you with our findings and any offer of redress.

How we’ll record your complaint

We’ll keep full and up-to-date details of all complaints and related investigations, correspondence, and compensation in our Complaint Log and within the customer’s records on our systems.

We’ll keep these records for at least 7 years from the date of the resolution of the complaint.

We take complaints seriously

Our aim is, of course, to provide an excellent service to all our customers. Sometimes things do go wrong though. When that happens, we want to put it right for you. In fact, we want to go further and turn a bad situation into a chance to impress you.

Our Complaints Policy is the same across all our products and channels, and meets the highest regulatory standards, including the FCA’s “Treating Customers Fairly” and Ofgem’s “Standards of Conduct”.

But we don’t just take complaints seriously because of regulation. They are also an important source of customer feedback. Correcting the root causes of complaints helps us improve our service for all customers, and so is key to our business success.

All our employees know about our complaints policy and know how important it is to follow the procedures in it. If they don’t follow these procedures, they may be disciplined.

If your complaint is about another firm

If you complain to us, but we have reasonable grounds to believe that another party is partially or solely responsible, we’ll first record it in our Complaint Log, and then refer you to the other firm within 5 business days, supplying you with the relevant contact details.

If we can’t resolve your complaint

If you are unhappy with how we handle your complaint, or we can’t reach an agreement within 8 weeks, then you might want to refer your complaint to the Financial Ombudsman Service (FOS). Or you can refer your complaint to the Energy Ombudsman.

You can do this if you’re a ‘micro business’ – a business that employs fewer than 10 people and has an annual turnover or a balance sheet of less than €2 million.

You can also refer to the FOS if you’re a consumer; a charity with an annual income of less than £6.5 million and trusts with a net asset value of less than £5 million; or a small business with an annual turnover of less than £6.5 million and a balance sheet total of less than £5 million, or that employs fewer than 50 people.

These ombudsman services are impartial and free for you to use, and you can contact them via below channels:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

How we monitor complaints

Our Chief Customer Officer and Chief Commercial Officer review a report about complaints across the Group every month. This includes:

  • Numbers of complaints
  • Causes of complains
  • Timescales for resolving complaints
  • Upheld and not upheld complaints
  • Redress and ex-gratia payments
  • Ombudsman referrals and outcomes

How we stop complaints happening again

We don’t just look at complaints individually. We try to correct the ‘root causes’ by looking for any patterns or trends behind complaints and making changes to our processes that should stop those situations from arising in the future.