Complaints Handling Procedure

Link Utility Consultants

  1. Purpose

We are committed to providing a high standard of service. If something goes wrong, we want to hear about it so we can put things right quickly and fairly.

This procedure explains how we handle complaints and how you can escalate your complaint if you are not satisfied with our response.

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  1. What is a complaint?

A complaint is any expression of dissatisfaction about our service, including (but not limited to):

  • Advice provided
  • Energy contracts arranged
  • Customer service
  • Billing or pricing information

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  1. How to make a complaint

You can contact us using the details below:

Email: complaints@linkutility.co.uk

Phone: 01482 699098

Please include:

  • Your name and business name (if applicable)
  • Contact details
  • Details of your complaint
  • Any relevant documents

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  1. Our complaints process

Step 1 – Acknowledgement

We will acknowledge your complaint within 5 working days of receiving it.

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Step 2 – Investigation

We will:

  • Investigate your complaint thoroughly
  • Review any relevant documents, calls, or agreements
  • Contact you if we need further information

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Step 3 – Final response

We aim to resolve complaints as quickly as possible.

You will receive a final response within 8 weeks of us receiving your complaint. This will include:

  • A summary of our findings
  • Our decision
  • Any proposed resolution (if applicable)

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  1. If you are not satisfied

If you are unhappy with our final response, or if 8 weeks have passed since you made your complaint, you can refer your complaint to the:

Energy Ombudsman

They offer a free, independent service to resolve disputes.

Website: https://www.energyombudsman.org

Phone: 0330 440 1624

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  1. Ombudsman process

The Ombudsman will review your complaint and may require us to:

  • Apologise
  • Provide an explanation
  • Take corrective action
  • Award compensation (where appropriate)

We are bound by their decision.

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  1. Time limits

You must refer your complaint to the Ombudsman within:

  • 12 months of our final response

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  1. Record keeping

We keep records of all complaints for a minimum of 12 months to help improve our service.

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  1. Continuous improvement

We review complaints regularly to:

  • Identify trends
  • Improve our processes
  • Prevent similar issues in the future
  1. Contact details

Link Utility Consultants
matt@linkutility.co.uk
01482 699339
Effective Date: April 2026
Review Date: April 2027