Business energy and utility brokerage for UK organisations
COMPLAINTS
We take complaints seriously and aim to handle every complaint fairly, transparently and promptly.
If you are unhappy with our service, the way your request has been handled, or any aspect of our brokerage service, you can contact us using the details below.
Apex Utility Ltd aims to provide a high standard of service to every business we work with. We recognise there may be occasions when you are not satisfied with the service you have received. The procedure below sets out how to raise a complaint with us and what you can expect at each stage.
You can make a complaint to Apex Utility Ltd using any of the following methods.
Apex Utility Ltd
1564 Stratford Road
Hall Green
Birmingham
B28 9HA
United Kingdom
Providing as much relevant detail as possible helps us understand the issue and investigate it properly. Where you can, please include:
Every complaint follows the same six stages, so you always know where your complaint stands.
STEP
01
Contact us using any of the methods above. Raising the issue with us directly is the quickest route to having it looked at.
STEP
02
We will acknowledge receipt of your complaint and confirm the next steps in the process. Our acknowledgement will include:
STEP
03
We will investigate your complaint carefully and impartially. Depending on the issue, this may involve:
STEP
04
We will investigate your complaint carefully and work towards a fair and appropriate resolution. We will keep you informed where appropriate throughout the process. Our response may include:
STEP
05
If you are not satisfied with our response, you can ask us to review it. Please tell us why you remain dissatisfied and what further action you would like us to consider.
STEP
06
We will provide a final response setting out a summary of your complaint, the steps we have taken, our decision and any further action we propose.
We will keep you updated as your complaint progresses. If we need more time to look into something properly, we will tell you and explain why.
ESCALATING FURTHER
We are committed to resolving complaints fairly and transparently. Where applicable, eligible customers may be able to refer their complaint to an independent Alternative Dispute Resolution (ADR) scheme after completing our internal complaints process.
Details of the applicable scheme and the relevant escalation process will be provided to eligible customers in accordance with our complaints procedure.
We aim to handle every complaint professionally, fairly and transparently. Your feedback helps us identify where our service can be improved, and we will consider the information you provide carefully and communicate clearly throughout the process.
If you have a concern about our service, please contact us and give us the opportunity to understand and address it.
Business energy and utility brokerage for UK organisations. Compare options, understand the terms, switch with confidence.
+44 7300 455551
Correspondence
1564 Stratford Road
Hall Green, Birmingham
B28 9HA
