Complaints
Complaints Handling Procedures
At Crystal Utilities Ltd we value our customers and aim to resolve any issues you may have as quickly as possible, in a fair and simple way.
However, we recognise that sometimes things can go wrong, so we’ve put together this Complaints Procedure to outline what you can expect if you raise a complaint with us.
We hope this procedure will ensure complaints are handled in the most efficient way and to help us deliver consistency in the service we provide.
Complaints Procedure.
We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as efficiently as possible.
Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.
What’s gone wrong?
- If you’re unhappy with the service you’ve received from one of our employees or one of our suppliers or one of our sub-brokers let us know and we’ll look into it straightaway.
Expected resolution time for your complaint.
- If you make an oral complaint, our written acknowledgement will set out our under-standing of your complaint.
- If your complaint is made by email or post, we will be in touch within 2-3 working days to confirm it’s been received and that we’re working on it.
- We’ll keep you updated on the progress of your complaint at least every two to three working days.
- We aim to resolve any complaint within two to four-week working days.
- If the problem isn’t resolved within our time scale, as we are signed up to the TPI Code of Practice, we will (with your consent) escalate the complaint to the Independent Code Manager. He/she’ll send an initial written response within seven working days. He/she’ll let you know what will happen next and when he/she’ll be in touch regarding any next steps or actions.
- If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible.
- If your complaint is about a supplier or you are unhappy with the response that you receive, you may also contact the Energy Ombudsman on 03304401624 or visit www.os-energy.org
How to get in touch with us,
- At CUL, we aim to resolve majority of issues during the initial contact with our Customer Service team or through our agent (Sales agent) or sub- brokers.
- We will continue to investigate the complaint until we are able to send you our final decision letter.
- In the first instance all Complaints should be directed to the address as shown below for the attention of the Director.
- You can reach the safe hands of our team by:
Phone – 02085526736 option 0. The line is open between 10.00am & 6.00pm Monday to Friday accept bank holidays.
Email – support@crystalutilities.co.uk
Post – Unit 2, Midland House, 111-113 Victoria Road, Romford, RM1 2LX.