The complaints handling procedure is explained step by step, ensuring all complaints are logged and dealt with efficiently and smoothly.
What counts as a complaint?
A complaint is contact from a customer who is not happy with our service, this can be recorded by phone, e-mail or letter.
What happens after the complaint?
We will contact you within 24 hours acknowledging we are in receipt and looking at the complaint, a case will be raised and the process will begin.
How to make a Complaint
We follow steps that allow us to handle your complaint and correct the issue as efficiently and smoothly as we can.
Step One Contact us:
Contact us in one of the ways listed below. Our Customer Service Advisors will try to help and assist with your query or complaint straight away. We can call you back, write to you or arrange a call back for a later time, we may record the call for training and verification purposes.
Reception: 0844 371 2975
9am to 5pm Monday to Friday
Write to us:
Watt Utilities Ltd
St Ann’s House
St Ann’s Street
If you’re still not happy with our explanation, and we cannot resolve your complaint, with your permission, we can escalate the complaint to the Independent Code Manager (the Ombudsman). They will conduct a full audit of your complaint, we try to resolve all issues within 7 days of escalated complaint.
If we are unable to resolve your complaint within 7 days we will write to you informing you of our next process.
If you’re a micro business and we haven’t been able to sort out your request within 8 weeks, or we can’t agree a way forward with you, we will write and let you know you have the right to refer your complaint to the Ombudsman Services: Energy.
You don’t have to accept their decision, but if you do, we’ll act on what they say.
Why have you contacted me I am C.T.P.S. registered?
We check our database weekly however, if you have recently (up to 6 weeks) registered with C.T.P.S. Telephone Preference Service or F.P.S. Fax Preference Service, we will remove you from our database ensuring you are not contacted in the future by Watt Utilities, we apologise for any disruptions this may have caused your business.
Future Customer Service
We are committed to improve the service you receive, we may contact you for feedback on the service you have received. If you have any suggestions on how we can improve our service, please let us know.