We aim to resolve concerns fairly and promptly. Tell us what happened, include any useful dates or references, and explain the outcome you would like. You can also email complaints@commercial-utilities.uk or call 07962 706813.
We aim to provide every customer with clear, fair and professional service. If something goes wrong, we want to know so we can investigate it properly and put matters right.
Effective date: 18 September 2026 Review date: 18 September 2027
complaints@commercial-utilities.uk
Complaints Team · Commercial Utilities · 167–169 Great Portland Street · 5th Floor · London · W1W 5PF
There is no charge for making a complaint. You may appoint another person to act for you, although we may need your permission before sharing information with them.
We will listen carefully, investigate fairly and work with you to reach an appropriate resolution as quickly as reasonably possible. You will not be treated differently or disadvantaged because you have made a complaint.
A complaint is any expression of dissatisfaction about our service, conduct, advice or failure to act where a response or resolution is expected. You do not need to use the word “complaint”.
This may include concerns about:
You can complain using our online complaint form, by email or by post using the details shown on this page. Please provide your name, business name, preferred contact details, relevant account or contract reference, the supply address concerned, a description of what happened and the outcome you would like us to consider.
Supporting documents such as bills, correspondence, contract documents and notes of telephone conversations may help us investigate. We will still consider your complaint if some information is unavailable.
We will prioritise cases where financial loss may be increasing, an essential service is affected, a contract is approaching a critical date, or a customer needs additional support.
Depending on the circumstances, we may provide an explanation or apology, correct information or records, contact a supplier or provider on your behalf, take practical corrective action, refund an incorrectly charged fee, or offer appropriate compensation or another form of redress.
If we reasonably believe an energy supplier or another provider is wholly or partly responsible, we will explain this and provide the relevant contact information. Where appropriate and permitted, we will help transfer the complaint or supporting information. We will still consider whether anything done by Commercial Utilities contributed to the problem.
Our written final response will summarise the complaint, evidence, findings, decision, any proposed remedy and your escalation options. We aim to resolve complaints sooner, but an energy-related complaint will receive a final response no later than eight weeks after it was first received.
If we cannot agree a resolution, we may issue a deadlock letter explaining any right to seek independent dispute resolution.
Eligible micro and small business customers may be able to refer an unresolved energy-broker complaint to an independent Qualifying Dispute Settlement Scheme after eight weeks, or earlier if a deadlock letter is issued.
Our final response will identify the relevant scheme, confirm whether your complaint appears eligible and explain how to make a referral. Eligibility, time limits and the matters a scheme can consider are governed by that scheme’s current rules.
We will make reasonable adjustments to help customers use this procedure. Please tell us if you need information in another format, communication through an authorised representative, additional time to provide evidence or another reasonable adjustment.
We maintain appropriate records of complaints, investigations, correspondence, decisions and redress. We review complaint information to identify recurring issues and improve our services, processes and training. Personal information will be handled in accordance with our Privacy Policy and applicable data-protection law.
Nothing in this procedure removes any legal rights you may have or prevents you from seeking independent legal advice or contacting an appropriate regulator, Trading Standards or the police.