Our main goal at United British Electra is to always achieve customer satisfaction by providing ongoing excellence to those who put their trust in us. Even so, we’re aware that certain things may sometimes also go wrong and, when this happens, we do our best to resolve such issues as quickly as possible. However, should you not consider our best to not be good enough, you are welcome to file a complaint by following our complaint procedure:

1) Notification

If you’re not happy with our services, please let us know immediately. We treat all complaints seriously and respectfully. After lodging your complaint, we’ll do what we can to resolve the issue and get back to you as soon as possible.

Please be aware that you may have to wait up to five working days before hearing back from us. After this, we may need up to 10 days to further investigate your complaint, but in most cases we’ll then be able to provide you with all the details of our findings and decisions. Depending on your energy provider, however, it may take up to eight weeks to get a full response from us; during this time, you’re always welcome to get in touch with us to check up on the current status of your complaint resolution.

2) Escalation

We’ll get back to you as soon as we’re able to provide you with any further details. If you’re dissatisfied with the outcome, you’re welcome to file an appeal against it. For this, you’ll need to write us within 28 calendar days exactly why you wish a reassessment of your complaint, providing reasons for your appeal. We’ll be happy to look into it again for you.

3) Ombudsman Services: Energy

If, after an escalation of your appeal, you remain dissatisfied with the outcome or if we fail to resolve the matter within 28 calendar days, you can contact Ombudsman Services directly. The Ombudsman Services will undertake an Alternative Dispute Resolution and independently review your complaint. This nonpartisan service is free-of-charge as long as you

• are registered in Great Britain,
• have waited longer than eight weeks for our response or received a dissatisfactory resolution from us.

You can contact Ombudsman Services via the following channels:

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