If we are unable to resolve your query straight away, we aim to take no longer than 7 working days to review and respond. We are always looking to improve our services and take any kind of dissatisfaction very seriously. A resolution may be offered in the form of an apology, an explanation, action to correct the problem, or a financial award.
Complaints
Our complaints procedure
We take every concern seriously. Here’s a clear, step-by-step overview of how we handle complaints and how you can escalate them if needed.
Complain Steps
Step 1 - Let us know about the problem
Get in touch and Please provide as much information as possible to help us resolve your complaint, and let us know how you would like to be contacted in the future.
Email Us: contact@leoshutilities.co.uk
Step 2 - We review and respond
Step 3 - Internal review if needed
After we have responded, if you’re not satisfied that we’ve resolved the complaint, or you’re not happy with how we dealt with things, let us know. We’ll carry out an internal review of your case within 3 working days, investigate how we’ve handled the complaint, and send our final resolution. In some cases, we may not be able to offer the resolution requested if the contract is live with an Energy Supplier, but we will always advise you if this is the case and next steps.
Step 4 - Escalate to the Energy Ombudsman
Hopefully it doesn’t come to this step and we have resolved your complaint to your satisfaction. However, if we haven’t been able to agree a resolution (placing the complaint to deadlock), or the complaint is not resolved within eight weeks, as a micro-business you can contact the Energy Ombudsman, an impartial and free service for you to use