• Complaints Procedure

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Rated 4.9 on Trustpilot 

Our Promise
If you have an issue, we want to help you rectify this. However, we do need a little help from you so that we can do a good job.

If you feel there has been an issue in our dealings or that we did not handle your issue in the right manor, in turn resulting in the desired end result you may be able to go direct to Consumer Direct (funded by the Office of Fair Trading).. However, here at Utility Bidder we would like to see if we can help you in the first instance.

Your views are very important to us. If the service we provide does not meet your expectations, or if we make an error we would like to be informed. We will investigate any issues and aim to rectify any issues promptly, where possible. As a company we learn from our mistakes, so your feedback is crucial to further training our staff to ensure these mistakes do not happen again.

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.

Step 1

Contact us at Utility Bidder our Customer Services number 01858439330 and provide us with the details of your issue. In the majority of cases we are able to rectify said issues at this point (Stage 1). If new are not able to provide a resolution, we will take all the relevant details and respond to your issue within 7 working days of your call with response stage 2-4 which are outlined below:

Stage 1:
Immediate response - we can advise you there and then as we have all the information required at the time of your call.

Stage 2:
Requires full details and clarification from both yourself and the supplier – In this instance this may take further 48 hours.

Stage 3:
Additional investigation required due to potential complaint – In this instance you will be asked to complete a complaint document that will provide us with additional information enabling us to progress further. Should a complaint involving an Eon customer take longer than 7 days, Utility Bidder Ltd will make the ICM aware of this situation.

Stage 4:
Claim request - you will be asked to fill in a Claim Request Form.

  • Claims for cases yet to be transferred supplies to a new supplier, need to be submitted within 3 months after the proposed supply start date
  • Claims with regard to a delay of transfer, where the supply has been transferred in a successful manor, must be made within 3 months of the LIVE date.

For Stage 3 & Stage 4
We will require all appropriate supporting information for complaints and/or claims to be dealt with. If supporting information/documentation is missing, we will be unable to be fully investigate your case

Evidence will include:

  • Signed Letter of Authority to enable us to deal directly with suppliers involved
  • Detailed description of the claim, including value of claim, all relevant dates, along with names of all agents that have been spoken to.
  • Copies of all invoices
  • Detailed account of all evidence of loss or delay
  • Copy letters (i.e. termination letters) & evidence of documents received either by us or Supplier

Please send all claim forms to
Email:  s.kvatch@utilitybidder.co.uk  and copy in info@utility Bidder.co.uk or send via post to:

Utility Bidder
Corby Innovation Hub
Bangrave Road South
Corby
Northamptonshire
NN17 1NN
Telephone: 01858 439330

Step 2

Our aim is to resolve all concerns internally. However, if you are not satisfied with our final response, or if we have not got back to you within the time frame above you have every right to go The TPI Code Manager.

Please follow the relevant links below:

https://www.tpicodeofpractice.co.uk/contact-us/

http://www.tpicodeofpractice.co.uk/make-a-complaint/

N.B Once a complaint has been logged with the TPI Code Manager we are not able to answer or deal with the query as this will be out of our hands. We hope this does not happen as we value you as our customer and want to help fix any issues you may have. Thank you.

Don't Just Take Our Word For It!

Very friendly service from our sales executive Tom. Obviously has to go through the legals that was done as swiftly and without hassle - Paul Head

Don't Just Take Our Word For It!

Excellent service, many thanks to Steven Reid who helped me sort a problem I had with my supplier for years, he was very friendly, efficient, informative and guided me throughout - Nazima Din

Don't Just Take Our Word For It!

I would recommend this company without reservation. The broker I usually speak to is Tom Horn, he is very efficient, helpful and friendly - Kate Threadgold

Don't Just Take Our Word For It!

Thanks to Sukie and Mike for making the renewal of our group Electricity contracts for 2019-20 the easiest they have been. A great team and, an excellent 'no nonsense' approach to what can be a confusing operation. Many thanks - Dave Parkyns