Umbrella Utilities is a trading brand name of Business Energy Compare Group Limited

Complaints Procedure

1. Complaints may be reported directly to a member of staff, emailed to hello@umbrellautilities.com, or reported by telephone, or e-mail. Complaints can also be reported by a customer by post to Business Energy Compare Group Limited, The Old Court House, Clark Street, Morecambe, Lancashire, LA4 5HR – Our Complaints procedure can also be found on our website under Useful links www.umbrellautilities.com Please remember to include Your Name, Business name, address, telephone number, email address and am explanation of your concerns

2. Within five business working days the complaint owner will contact you and acknowledge your complaint and in four weeks, the complaint owner will seek a resolution.

3. If the complaint is not resolved, it will be escalated to senior management

4. If the Senior Management team is unable to settle the matter, we will either escalate your complaint to the Board of Directors or direct you to the Ombudsman Services

5. We will recommend you to the Ombudsman Service if the board of directors is unable to resolve the issue after eight weeks since the initial complaint was raised. A deadlock letter will also be issued. Besides keeping records of all correspondence with our customers including phone calls, emails, and post, Umbrella Utilities and / or Business Energy Compare Group Limited also keeps a customer log, using the Ombudsman service is free of charge, and you can contact them by post at Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF, as well as by email at enquiry@ombudsmanservices.org.

Umbrella Utilities are committed to providing great service to our customers at however we recognise that things can go wrong. If this occurs, we'd appreciate your feedback; it not only allows us to address your problems and provide a resolution, but it also allows us to learn and improve our customer service. If you have a complaint or are disappointed in some way, our customer service staff will investigate it in a fair and impartial manner.