At Hope Utilities, we deeply value our customers and aim to provide a high-quality service. However, we understand that sometimes issues may arise, and we are committed to resolving any complaints as swiftly and fairly as possible. This Complaints Procedure outlines what you can expect when you raise a complaint with us.

We have designed this procedure to ensure that complaints are handled efficiently and to maintain consistency in the service we deliver.

Contacting us if you are dissatisfied with our service

At Hope Utilities, our primary goal is to offer top-notch service and assistance at every stage of our offerings. Nonetheless, if you encounter an issue and wish to make a complaint, we are dedicated to addressing it promptly. Below, you will find comprehensive information on making a complaint, including how to reach us and our commitments in handling your complaint.

What has gone wrong?

If you are dissatisfied with the service provided by one of our employees, suppliers, or sub-brokers, please inform us, and we will initiate an immediate investigation.

Resolution Timeframes

• Oral Complaints: If you make an oral complaint, we will provide a written acknowledgement that outlines our understanding of your complaint.
• Email or Post Complaints: If you submit your complaint via email or post, we will acknowledge its receipt within 2-3 working days and confirm that we are actively addressing it.
• We will keep you updated on the progress of your complaint at least every two to three working days.
• Our objective is to resolve any complaint within two to four weeks of working days.
• If we are unable to resolve the issue within the specified timeframe, we will escalate the complaint to the Independent Code Manager, with your consent. The Independent Code Manager will send an initial written response within seven working days, informing you of the next steps and actions.
• If your complaint is upheld, we will provide fair compensation for any acts or omissions for which we are responsible.
• If your complaint pertains to a supplier, or you are dissatisfied with our response, you may also contact the Energy Ombudsman at 0330 440 1624 or visit their website at www.os-energy.org.

How to Contact Us

At Hope Utilities, we aim to resolve the majority of issues during the initial contact with our Customer Services team or through our agents, including Sales agents and sub-brokers.

We will continue to investigate the complaint until we are in a position to send you our final decision letter.

In the first instance, all complaints should be directed to the following address, attention to the Director:

Room No- 311, Citybase Business Centre, 246-250 Romford Road, London, England, E7 9HZ,

You can reach our dedicated team by:

Tel: +443301338614
Mail: hello@hopeutilities.co.uk

We are committed to addressing your concerns promptly and efficiently.