Complaints Handling Procedure
At CLEAR UTILITIES LTD, we are committed to providing high-quality service to all our clients. However, we recognise that there may be occasions where you feel dissatisfied with our services.
If this happens, we encourage you to inform us so we can investigate the matter promptly and fairly. Your feedback helps us improve our services and maintain the highest standards of transparency and professionalism.
Our goal is to resolve complaints efficiently and ensure every concern is addressed appropriately.
Stage One – Raising a Complaint
If you are unhappy with any aspect of our service, please contact us using one of the methods below. When submitting a complaint, please include your contact details, business name, address, and a clear description of the issue so we can assist you effectively.
Phone: 02891247956
Email: quotes@clear-utilities.co.uk
Support Email: support@clear-utilities.co.uk
Registered Address:
CLEAR UTILITIES LTD
2ND FLOOR, COLLEGE HOUSE
17 KING EDWARDS ROAD
RUISLIP, LONDON
UNITED KINGDOM HA4 TAE
Stage Two – Acknowledgement
Once your complaint has been received, we will acknowledge it within three (3) working days.
Your complaint will be logged in our internal system and you may be provided with a reference number which can be used when requesting updates regarding the progress of your case.
Stage Three – Investigation
Our team will carefully investigate your complaint.
If the complaint relates to contract agreements, supplier negotiations, or advisory services, we will review all relevant communications and documentation connected to the matter.
Where necessary, we may contact you to request additional information in order to ensure a full and fair investigation.
Stage Four – Resolution
After completing our investigation, we will inform you of the outcome and any actions that will be taken.
If an issue or misunderstanding is identified, we will take the appropriate steps to resolve it promptly and fairly.
If the investigation concludes that the service was delivered correctly, we will provide a detailed explanation of our findings.
Stage Five – Deadlock Situation
If you are not satisfied with our final response or resolution, the complaint may reach what is known as a deadlock position.
In this situation, we will issue a final response confirming our position on the matter.
Stage Six – Contacting the Ombudsman
The Ombudsman, will review your case for you. This is a completely free service, and they offer an independent and impartial review. You should only contact the Ombudsman in the event of the below.
The complaint has been raised and 8 weeks has passed without any resolution. You have received a deadlock letter from us and have deemed this unreasonable. You can contact the Ombudsman either by post, email, letter or complete the form online.
Telephone: +44-330-4401624
Email: enquiry@energyombudsman.org
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Online: https://www.energyombudsman.org/raise-dispute.
Further information on the Ombudsman process can be found online at: https://www.energyombudsman.org/our-process
About CLEAR UTILITIES LTD
CLEAR UTILITIES LTD is a UK-based consultancy that supports businesses in managing their commercial gas, electricity, and water contracts. Our experienced team works with organisations to simplify utility management, negotiate competitive supplier rates, and improve long-term cost efficiency.
We operate with transparency, accountability, and professionalism, ensuring every client receives reliable advice and ongoing support.
