Fair Utilities is committed to providing the highest levels of service to all our customers. If you are in any way dissatisfied with our services or have any concerns, then please let us know, as this will help us to continually improve our service to you. Our aim is to ensure that any issues you may raise are properly addressed and appropriate actions are taken where necessary, as we thrive for customer excellence.
We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely. In the event of a complaint, you should contact us immediately via one of the channels below. Please ensure you include your contact information, business name, and address, as well as an outline of your dispute.
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days. The complaint will be logged, and we will provide you a reference number which you can quote to check on the status of a dispute.
For any mis-selling or contract-related disputes, we check all pre-sales calls or methods of communication made regarding that particular contract in order to investigate the matter. We may, where applicable, request additional information or documentation from you, in order to ensure all checks are thorough.
Once all checks are completed, we will contact you with details of our findings. We take a firm stance against mis-selling and misrepresentation — should this occur, we will instruct the supplier of our findings and ask them to remove the contract and return you to your former supplier. Should the evidence refute the complaint, we will provide you with our findings and evidence to confirm that no further action will be taken. If you disagree with this, the complaint will go to ‘deadlock’.
A complaint will be moved to deadlock where you are not in agreement with our findings/resolution. In this case, you should wait the allocated time before referring to the Ombudsman for an impartial and independent free review of your dispute.
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 if the complaint has been raised and 8 weeks has passed without resolution, you have received a deadlock letter from us, and you have deemed this unreasonable.
Phone: +447482798902
Email: [email protected]
Letter: FAIR UTILITIES LTD, 70 Royle Green Road, Manchester M22 4WR
Online: fairutilities.co.uk/contact
Telephone: +44 330 4401624
Email: [email protected]
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF