Complaints Procedure

We are committed to providing an excellent service. If something goes wrong, we want to resolve it as quickly as possible.

How to contact us

• Phone: 0208 787 7100
• Email: complaints@bespokeutilities.co.uk
• Post: Bespoke Utilities, Unit B3 The Seedbed Centre, Langston Road, Loughton, Essex, IG10 3TQ

Our process

1. We will acknowledge your complaint within 3 working days.
2. Your account manager will attempt to resolve the issue by phone.
3. We will notify the relevant energy supplier within 3 working days if applicable.
4. If unresolved, the complaint is escalated to management.
5. We will explain our findings within 10 working days, including any apologies, goodwill gestures, or compensation.
6. If you remain unsatisfied, the matter is escalated to a Director.
7. After 8 weeks, you may refer the complaint to the Ombudsman Services.

Ombudsman Services

Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF. Phone: 0330 440 1624. Email: enquiry@ombudsman-services.org