Complaints Procedure
If you consider that you have cause to complain, this web page will advise you:
- How to make a complaint
- The procedures we are committed to follow in ensuring your complaint is dealt with promptly, fairly, and effectively
- What options are open to you should you not be satisfied with our response
We will deal with all complaints quickly, courteously, and fairly. United Gas & Power always aims to provide the highest standards of service and account management but at times mistakes can happen. If after receiving your complaint it becomes clear a mistake has been made you can expect any one, or a combination, of the following:
- An apology
- A full explanation
- Details of any appropriate remedial action taken
- An award of compensation in appropriate circumstances
How to make a complaint
If you wish to complain, you may advise any member of our staff by:
Writing to: Customer Services, United Gas & Power, 16 Otley Road, Guiseley, Leeds, LS20 8AH
E-mailing: contact@ugp.co.uk
Our Complaints handling procedure
- We always aim to resolve your complaint as soon as possible. We will promptly acknowledge your complaint in writing no later than five working days after receipt.
- We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If for whatever reason we were unable to resolve the complaint within four weeks from the date we received your complaint, we will issue a letter to you explaining why this was not possible, and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
- If you are not satisfied by our initial response, you can ask us to review your complaint again and advise us of any additional information you believe may be relevant. We will then review your complaint once more and provide you with our final response. This will be issued within four weeks of the date we received your review request.
- If, after eight weeks, you are still waiting for us to respond or you are not satisfied with our final response, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
Independent Advice
Citizens Advice Consumer Service
The Citizens Advice consumer service provides free, independent, and impartial advice to gas and electricity customers. You can contact the Citizens advice consumer service on 03454 040 506 or visit their website www.citizensadvice.org.uk/energy.
Ombudsman Services: Energy
If you are still unsatisfied after raising a complaint directly with us, you can contact the Energy Ombudsman Services, who are approved by the energy regulator Ofgem, to independently handle disputes between energy companies and their customers. Their service is free to consumers and simple to use. For more information, visit their website www.ombudsman-services.org/energy or by telephone on 0330 440 1624.