HS Utilities Ltd: Complaints Policy
At HS Utilities Ltd, we are committed to providing our customers with exceptional service and continuously seek ways to improve. We treat all customer complaints with courtesy and respect, aiming to resolve concerns within 5 working days. If required, we ensure all complaints are addressed, at the latest, within 8 weeks from the date your complaint is raised.
All complaints are logged and assigned a unique reference number for ease of follow-up communication.
- Telephone: +44 744 477 4867″ or Whatsapp +44 782 543 0474
- Email: qualityassurance@hsutilities.com
- Post: HS Utilities Ltd, 35 Sage Close, Stoke-On-Trent, England, ST1 3SF
Stage 1
If you experience any issues or are dissatisfied with our service, please contact us as soon as possible so we can promptly address your concerns.
Stage 2
If you remain unsatisfied with the initial resolution, you can escalate your concerns to a Quality Assurance Officer.
For microbusinesses[1], if your complaint pertains to our energy services and we cannot resolve your complaint within 8 weeks (or you have received a ‘deadlock’ letter), you may escalate your complaint to the Energy Ombudsman. The Ombudsman provides a free and impartial service. Contact them via:
- Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
- Phone: 0330 440 1624 (Monday to Friday, 8 am to 8 pm, and Saturday 9 am to 1 pm)
- Email: enquiry@energyombudsman.org
- Website: www.energyombudsman.org
[1] A microbusiness is defined as employing fewer than 10 employees (or their full-time equivalent) with an annual turnover or balance sheet under €2 million; or using no more than 100,000 kWh of electricity per year; or no more than 293,000 kWh of gas per year.
