Our Complaints Procedure

At Advantage Utilities Limited, we are committed to providing outstanding customer service and always welcome your views and opinions on how we can improve upon our service standards. We recognise that we may not always get things right and if there is an issue with your account or you are unhappy with the level of service you have received from us, please let us know by email at Help@advantageutilities.com

Throughout this procedure, potential remedies may include an apology, an explanation, the taking of appropriate remedial action and/or the award of compensation in appropriate circumstances. We always aim to resolve complaints promptly and professionally, ensuring you are always dealt with respectfully and courteously. If you raise a complaint with us, we will aim to acknowledge it within 24 hours and resolve it within 7 working days.

In the unfortunate circumstance that you have a complaint, we would urge you to liaise directly with your dedicated point of contact at Advantage Utilities, that will be your Account Manager, Sales Manager or Operations Manager.

You can also raise a complaint by:

Year-on-year we receive less than 0.1% of our clients highlighting to us improvements we can make but we still ensure we have robust and transparent procedures in place to ensure that if things do go wrong, we can be trusted to do everything we can to put them right.

Escalated queries and complaints

In the unlikely event that you feel you need to escalate this further, we have a dedicated feedback team who can be contacted at help@advantageutilities.com

How we promise to handle your inquiry

  1. We will confirm receipt of your escalated inquiry within 24 hours so that you know it is being looked at as a matter of urgency.

  2. We will then endeavour to work to resolve your issue within 7 working days. If we believe that this could take longer, we will ensure we keep you fully informed in writing of how we are progressing and will provide you with further timescales.

The Energy Ombudsman

In the unlikely event that we do not reach an agreement that you deem acceptable within eight weeks, The Energy Ombudsman (Ombudsman Services) may be able to assist you.

The Energy Ombudsman is a free-of-charge, independent dispute resolution service that may review the complaint case, providing you meet their acceptance criteria. Additionally, the Citizens Advice Consumer Service may also be able to assist with an energy problem (for example, with your bills or meters, or if you’re struggling to pay for the energy you use). They are the official source of free and independent energy advice and support for micro businesses and vulnerable customers.

The quickest and most accessible way to raise a complaint is by visiting: www.ombudsman-services.org/complain

You can also use the contact details listed below:

For any further questions regarding our Complaints Handling Procedure, please contact Advantage Utilities at info@advantageutilities.com or call 0207 371 5360.

For purposes of quality control and training, we may record or monitor our calls and emails.