Complaints procedure


Trustpilot Logo

Rated Excellent on Trustpilot
(Over 1,500 Reviews)

Our Promise

If you have an issue, we want to help you rectify this. However, we do need a little help from you so that we can do a good job.

If you feel there has been an issue in our dealings or that we did not handle your issue in the right manor, in turn resulting in the desired end result you may be able to go direct to Consumer Direct (funded by the Office of Fair Trading).. However, here at Utility Bidder we would like to see if we can help you in the first instance.

Your views are very important to us. If the service we provide does not meet your expectations, or if we make an error we would like to be informed. We will investigate any issues and aim to rectify any issues promptly, where possible. As a company we learn from our mistakes, so your feedback is crucial to further training our staff to ensure these mistakes do not happen again.

We would like to think that it would not be necessary to go beyond the first step, however we understand that in very rare circumstances you may need to present your case where the end result leaves you unsatisfied.

Step 1

Contact us at Utility Bidder our Customer Services number 01858439330 and provide us with the details of your issue. In the majority of cases we are able to rectify said issues at this point (Stage 1). If new are not able to provide a resolution, we will take all the relevant details and respond to your issue within 7 working days of your call with response stage 2-4 which are outlined below:

Stage 1:
Immediate response – we can advise you there and then as we have all the information required at the time of your call.

Stage 2:
Requires full details and clarification from both yourself and the supplier – In this instance this may take further 48 hours.

Stage 3:
Additional investigation required due to potential complaint – In this instance you will be asked to complete a complaint document that will provide us with additional information enabling us to progress further. Should a complaint involving an Eon customer take longer than 7 days, Utility Bidder Ltd will make the ICM aware of this situation.

Stage 4:
Claim request – you will be asked to fill in a Claim Request Form.

  • Claims for cases yet to be transferred supplies to a new supplier, need to be submitted within 3 months after the proposed supply start date
  • Claims with regard to a delay of transfer, where the supply has been transferred in a successful manor, must be made within 3 months of the LIVE date.

For Stage 3 & Stage 4
We will require all appropriate supporting information for complaints and/or claims to be dealt with. If supporting information/documentation is missing, we will be unable to be fully investigate your case

Evidence will include:

  • Signed Letter of Authority to enable us to deal directly with suppliers involved
  • Detailed description of the claim, including value of claim, all relevant dates, along with names of all agents that have been spoken to.
  • Copies of all invoices
  • Detailed account of all evidence of loss or delay
  • Copy letters (i.e. termination letters) & evidence of documents received either by us or Supplier

Please send all claim forms to
Email:  s.kvatch@utilitybidder.co.uk  and copy in info@utility Bidder.co.uk or send via post to:

Utility Bidder
Corby Innovation Hub
Bangrave Road South
Corby
Northamptonshire
NN17 1NN
Telephone: 01858 439330

Step 2

Our aim is to resolve all concerns internally. However, if you are not satisfied with our final response, or if we have not got back to you within the time frame above you have every right to go The TPI Code Manager.

Please follow the relevant links below:

https://www.tpicodeofpractice.co.uk/contact-us/

http://www.tpicodeofpractice.co.uk/make-a-complaint/

N.B Once a complaint has been logged with the TPI Code Manager we are not able to answer or deal with the query as this will be out of our hands. We hope this does not happen as we value you as our customer and want to help fix any issues you may have. Thank you.

Go Back
x

Get your estimated savings in minutes

We compare live prices from 27+ suppliers

Get quick prices

Chat to a utilities expert, call me now

Arrange a call back

x
Untitled-10

Great, we’ll give you a call shortly

Please provide your contact details

We've saved up to 45% off utility bills for over 60,000 businesses across the UK. We often secure better rates without having to switch suppliers too.

x
Untitled-10

Ok, let’s arrange that call for you

What time shall we call you?

The time you've selected is in the past. Please pick a time in the future.

We've saved up to 45% off utility bills for over 60,000 businesses across the UK. We often secure better rates without having to switch suppliers too.

x

Now please select a utility

I want to get prices for...

Gas
Electric
Gas & Electric
Water
Go Back
Next

Please enter your business gas information

How much do you spend & how often?

An estimate is fine if you don't have a bill to hand

Go Back
Get Prices

Let’s save time, can we automatically gather meter information?

? What does this mean?
To get your quotes at lightening speed we need several key pieces of information which can all be found on your electricity bill. But by simply ticking this box, we can search ‘industry held data’ to get your meter number, electricity consumption and current energy supplier. This means that we can get you quick quotes without asking you to dig out all of your paperwork. This is personal data therefore we need you to allow us to access this information.
Go Back

Do you know your electric meter number?

Does your meter number end in any of the following?

Go Back

Enter meter number

I don’t know

Please enter your business electricity information

How much do you spend & how often?

An estimate is fine if you don't have a bill to hand

Start date for a new contract?

Get Prices

Please enter your water information

How much do you spend & how often?

An estimate is fine if you don't have a bill to hand

Go Back
Get Prices