Complaints
Procedure
Complaints Procedure
At Bellant Utility, we are committed to delivering outstanding service. If things go wrong, we want you to feel confident that your concerns will be addressed promptly, fairly,and with full transparency.
Our complaints procedure is designed to resolve issues efficiently and in line with the Energy Ombudsman's guidance.
How to Make a Complaint
You can make a complaint through:- Email: complaints@bellantutility.com
- Phone: 01615097487
- Post: 1089 Stockport road, Manchester. M19 2RE
- Your full name and contact information
- Your business name (if applicable)
- A summary of your issue, including relevant dates and details
- Any supporting documents (e.g. emails, invoices and contract information)
Step 1: Acknowledgement & Initial Examination
We will respond to receipt of your complaint within one working day and allocate an assigned case handler. You will be sent a formal acknowledgment letter (via email or post) detailing our complaints procedure, anticipated resolution timeline, and next steps.
Our goal is to resolve your complaint within five working days. If additional time is needed, we will keep you informed with regular updates and an estimated completion date.
Upon completing the investigation, you will receive a formal written response that may include:
Our goal is to resolve your complaint within five working days. If additional time is needed, we will keep you informed with regular updates and an estimated completion date.
Upon completing the investigation, you will receive a formal written response that may include:
- A detailed explanation of our findings.
- Corrective action taken, if applicable.
- A formal apology, goodwill payment, or compensation where appropriate.
If your complaint is unresolved after seven working days , or if you are dissatisfied with our response, you can request that your case be escalated to a Senior Manager for re-examination.
There will be a full case review by the Senior Manager alongside your assigned account manager to ensure every aspect of your complaint has been examined.
We will keep you informed throughout the escalation process and aim to resolve escalated complaints within five working days of escalation.
If we are unable to reach a satisfactory resolution, we will provide you with a Final Response Letter explaining our position. This letter will enable you to escalate your complaint to the Energy Ombudsman if you wish.
There will be a full case review by the Senior Manager alongside your assigned account manager to ensure every aspect of your complaint has been examined.
We will keep you informed throughout the escalation process and aim to resolve escalated complaints within five working days of escalation.
If we are unable to reach a satisfactory resolution, we will provide you with a Final Response Letter explaining our position. This letter will enable you to escalate your complaint to the Energy Ombudsman if you wish.
Step 2: Escalation to Senior Management
Step 3: Independent Ombudsman Resolution
If we have been unable to resolve your complaint to your satisfaction or 8 weeks have passed since you first raised the issue, you have the right to escalate your case to the Energy Ombudsman.
The Ombudsman's service is free, impartial , and designed to reach a fair outcome for all parties involved. Energy Ombudsman Contact Details:
The Ombudsman's service is free, impartial , and designed to reach a fair outcome for all parties involved. Energy Ombudsman Contact Details:
- Email: enquiry@energyombudsman.org
- Phone: 0330 440 1624
- Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
- Website: www.energyombudsman.org
Commitment to Courtesy & Fair Treatment
Bellant Utility deals with all complaints fairly, professionally, and respectfully. We ensure all issues are treated openly and without bias, ensuring a friendly and courteous experience.Depending on the nature of the complaint, resolutions may include
- A formal apology
- A clear explanation
- A goodwill gesture
- Compensation where appropriate
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