Complaints

Get in touch

We believe in honesty and transparency and always aim for a fair outcome for our customers.

If you need to make a complaint, you can email us or call our support team between 8.30am and 5.30pm, Monday to Friday. We aim to resolve issues within one working day.

Email: support@utilitybargain.com

Phone: 0207 112 5177

You can also write to us at:

Utility Bargain Limited

510 Olympic House
28-42 Clements Road
Ilford IG1 1BA.

Complaint Procedure can also be sent in a post for free of cost upon request. Please contact Energy Bargain for more Information.

Energy Bargain Limited is responsible for making sure all their representatives are fully trained on their complaints and escalation procedures.

Our complaints process:

Step 1

If our Customer Service team can’t resolve your complaint within one working day, our Customer Care team will get in touch. This team will then update you every 3 working days, or sooner where they can, until the complaint is resolved.

Step 2

If you’re unsatisfied with our Customer Care team’s progress, you can escalate your complaint. One of our agents will pass your case to a senior member of staff to review. Please email shah@utilitybargain.com and we’ll respond within three working days.

Step 3

If your issue’s still unresolved after eight weeks, or we reach a deadlock, we’ll let you know. Depending on the size of your business, you may be able to approach Ombudsman Services: Energy (OSE) at this point. See further details below.

Further support

Ombudsman Services: Energy (OSE)

The OSE provides its services to companies that Ofgem defines as ‘microbusinesses’. To be eligible, your business needs to either:

• Have fewer than 10 employees and a yearly turnover of not more than €2 million
• Use no more than 100,000 kWh of electricity a year
• Use no more than 293,000 kWh of gas a year

You can read more about eligibility and the types of complaint the OSE can help with on the OSE’s website.

The OSE’s free to use, totally independent and doesn’t take sides. If you agree with its decision, we have to act upon its recommendations. The OSE may require us to provide an apology, explanation, appropriate corrective action or compensation.

You can contact the OSE as soon as you receive a deadlock letter from us, and for up to 12 months afterwards:

Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

Tel:0330 440 1624

Email:enquiry@ombudsman-services.org

Website: ombudsman-services.org

Citizens Advice

Citizens Advice can help you with your complaint at any stage of the process. It offers free, confidential and impartial advice.

Tel:0808 223 1133

Website: citizensadvice.org.uk/energy

Business Debtline

Business Debtline offers free and independent debt advice over the phone and online.

Tel:0800 197 6026

Website: businessdebtline.org