Providing cost effective utility solutions for commercial and domestic clients all over the UK
Call Us On : +44 7405 597709

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GET UTILITY LTD

COMPLAINTS HANDLING POLICY


1. GENERAL

1.1 Purpose

a) Get Utility LTD (the “company,” “Us,” “We”) with registration number 16412176 is committed to promoting customer satisfaction by encouraging feedback, including complaints.
b) We recognise that sometimes things can go wrong and aim to resolve any issues you (“complainants,” “You,” “Customer,” “Client”) may have as quickly as possible, in a fair and simple way.
c) This complaint handling policy (hereinafter “the Policy”) sets out how Get Utility LTD deals with complaints in an efficient and transparent manner and provides a systematic approach to reviewing complaints to identify and resolve issues before they become recurring.
d) Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.

1.2 Objectives

This Policy provides a clear framework for handling complaints through effective and efficient procedures. Get Utility LTD analyses customer complaints, considers their needs and concerns, and aims to ensure complaints are handled in the most efficient way — helping us deliver consistent service.

1.3 Principles of Effective Complaint Handling

1.3.1 Visibility and Transparency The Complaint Handling Policy is available on the Get Utility LTD website: www.getutility.co.uk

1.3.2 Making a Complaint
a) We aim to resolve most issues during the initial contact with our Customer Services team, through our sales agents, or via sub-brokers.
b) If you’re unhappy with the service you’ve received from one of our employees, suppliers, or sub-brokers, please let us know. We will investigate and continue until we are able to send you our Final Decision Letter.
c) In the first instance, all complaints should be directed to the address below for the attention of the Director.
d) You can reach our team by:

  • Email: info@getutility.co.uk

  • Phone: +44 7405 597709 (Monday–Friday, 10:00am – 6:00pm, excluding bank holidays)

  • Post: Get Utility LTD, Unit 7, Stanton Gate, 49 Mawney Rd, Romford RM7 7HL

1.3.3 No Charges Filing and handling complaints with Get Utility LTD is completely free of charge.

1.3.4 Ensuring No Detriment to Complainant We ensure that complainants are not treated unfairly or adversely affected as a result of lodging a complaint.

1.3.5 Objectivity and Equity Each complaint is handled in a fair, objective, and unbiased manner.

1.3.6 Confidentiality and Disclosure All personal data provided during the complaint process will be handled in accordance with applicable data protection laws.

1.3.7 Responsiveness
a) We aim to resolve complaints within one month of receiving them.
b) If additional time is needed, we will inform the complainant with an explanation and the expected time frame.

1.3.8 Review This Policy will be reviewed periodically to ensure continued effectiveness and legal compliance.


1.4 Complaint Resolution Timeline

a) For oral complaints, we will send a written summary acknowledging and outlining our understanding.
b) For complaints received via email or post, we’ll confirm receipt within 3–4 working days.
c) We’ll provide progress updates at least every 2–3 working days.
d) Our goal is to resolve all complaints within 2 to 4 working weeks.
e) If the complaint remains unresolved, and with your consent, it may be escalated to the independent Code Manager under the TPI Code of Practice.
f) The Code Manager will send a written response within 7 working days, outlining next steps.
g) If your complaint is upheld, we will provide fair compensation for any errors or omissions.
h) If the issue involves a supplier or you are unhappy with our final response, you can contact:


2. DEFINITION AND RESPONSIBILITIES

2.1 Definitions

2.1.1 Complaint Any written expression of dissatisfaction related to a specific business matter.

2.1.2 Complainant Any client, partner, or authorised representative raising a complaint against Get Utility LTD.

2.2 Responsibilities

Within Get Utility LTD, the Risk and Compliance Manager (RCM) is:

  • Appointed as the Complaints Handling Officer

  • Responsible for overseeing and managing all complaint cases

  • Tasked with implementing and monitoring this Policy

All employees must refer any received complaints directly to the RCM in writing without delay.


3. PROCESS

3.1 Complaint Handling Procedure

3.1.1 Receipt All complaints will be acknowledged via email within 2 working days. Complaints are recorded centrally by the RCM.

3.1.2 Investigation
a) Investigations are conducted independently of the department in question.
b) The complaint is assessed based on the information provided.
c) Minimum required details from the complainant include:

  • Name and contact information

  • Authority to act (if filing on behalf of someone else)

  • Description and reason for complaint Supporting documents (if any) d) Additional details may be requested. e) We assess fairly and consider:

  • The subject matter

  • Appropriate resolution or remedial action

  • Involvement of third parties (if applicable)

3.1.3 Third Party Involvement
If another party is wholly or partially responsible, the complaint may be referred to them. The complainant will be informed accordingly.

3.1.4 Closing the Complaint
a) We aim to resolve the complaint within one month of receiving complete details.
b) If not, we will provide a written explanation and outline the next steps.

3.1.5 External Resolution
If dissatisfied with our response, you may escalate your complaint to an appropriate dispute resolution body or regulatory authority, including Ombudsman Services.


3.2 Documentation and Records

a) All complaint details will be recorded, including:

  • Date received

  • Complainant’s contact details

  • Current status

  • Investigation findings

  • Final outcome

  • Any process improvements
    b) Records will be retained by Get Utility LTD for seven years.


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