Wells Utility Complaints procedure

We at Wells Utility Ltd we pride ourselves on delivering excellent customer care, and providing a high quality legal service to all our clients. If you’re not satisfied with any part of our service, we want to know. We take all complaints very seriously and any feedback we receive is used to further develop and improve our service, staff performance and products.

Stage 1: Our team of experienced advisers will review the complaint as quickly as possible. They are available Monday to Friday between 9am and 5pm and will work to resolve your complaint. So please feel free to contact us directly (via email, phone or post) if you wish to discuss your complaint in further detail. To allow the Complaint advisor or a member of our management team to investigate and resolve your concerns, please ensure you provide us with:

Your Name

Business Name

Business Address

Explanation of your concerns

Stage 2: Your complaint will be assigned to a complaints advisor or a member of our management team.

Should either your assigned complaints advisor or member of our management team be unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact regularly with updates on the progress of your complaints.

Please send all complaints to complaints@wellsutility.co.uk   

Complaints could take up to 4 weeks to be investigated and resolved by us and a response issued.

At this stage if we are able to reach a solution you are happy then we will send a Complaint Resolution Letter via email (if one is available) advising how we have resolved the situation for you.

Stage 3: If you remain dissatisfied, your concerns can be escalated to management

Please email complaints@wellsutility.co.uk or call 01618230772

Complaints department, Wells Utility Ltd, International House, 61 Mosley Street, Manchester, United Kingdom, M2 3HZ

Stage 4: If we are unable to reach a solution a Final Deadlock Letter will be sent to you via email (if one is available) advising you of our final position on the complaint.

Citizen Advice

Customer Service- 08082231133

Business Debtline

Please visit businessdebtline.org or call on 08001976026

Stage 5: If you are a micro business, after 8 weeks from the date of the original complaint or we have issued a ‘Deadlock Letter’ you contact the Ombudsman Service for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier.

You may contact the Energy Ombudsman in the following ways:

Website- www.ombudsman-service.org

Phone- 03304401624 

Email– enquiry@ombudsman-services.org

Postal Address: The Energy Ombudsman, P.O.BOX 966 Warrington, WA4 9DF