UtilityFix Energy Complaints Procedure & Data Protection Policy
At UtilityFix , we take pride in offering reliable, personalised service to businesses across the UK. While we strive for excellence, we also understand that occasionally things may go wrong. Our complaints policy is designed to make it easy for you to raise concerns and to ensure every issue is handled fairly, professionally, and promptly.
We value every piece of feedback as an opportunity to improve — because our customers deserve nothing less.
🔍 What Our Complaints Policy Aims to Deliver
Our core objectives when handling complaints are:
- To make the complaints process clear and accessible
- To respond to every complaint fairly, consistently and sensitively
- To set out clear timeframes for resolving complaints
- To provide a straightforward way for businesses to express concerns about our service
- To learn from all feedback and improve our energy solutions continuously
📞 How to Contact UtilityFix Energy
If you’re unhappy with any aspect of our service, please don’t hesitate to get in touch. Our Client Relations Team is on hand to investigate and support your concerns during the following hours:
- Opening Hours: Monday to Friday, 8:30 am – 5:30 pm
- Phone: 0800 0129 731
- Email: marketing@utilityfix.co.uk
- Website: www.utilityfix.co.uk
- Post: Utility Fix 73 High Street, Coedpoeth, Wrexham LL11 3UG
📝 How to Make a Complaint
To begin the complaints process, please provide:
- Opening Hours: Monday to Friday, 8:30 am – 5:30 pm
- Your full name
- Business name and address
- A brief summary of your concern
- Your contact details
- Acknowledge it within 3 working days
- Aim to resolve it within 10 working days
- Keep you updated if additional time is needed
- Provide an estimated resolution date if the issue remains open
Once we receive your complaint, we’ll:
🔁 Escalation Process
If you’re not happy with our initial response, your complaint can be escalated internally for a second review. Should the matter still remain unresolved after 8 weeks, or if you receive a deadlock letter, you are entitled to escalate the matter to the Energy Ombudsman.
Energy Ombudsman – Free & Independent Resolution
The Energy Ombudsman is an impartial and Ofgem-approved body offering free dispute resolution services for UK energy consumers, including microbusinesses.
- Website: www.energyombudsman.org
- Phone: 0330 440 1624 (Mon–Fri: 8am–8pm, Sat: 9am–1pm)
- Email: enquiry@energyombudsman.org
You can raise a complaint with the Ombudsman directly via their online portal.
Who Qualifies as a Microbusiness?
You may be considered a microbusiness if:
- You employ fewer than 10 employees (or their full-time equivalent)
- You have an annual turnover or balance sheet of less than €2 million
- Or you consume under 100,000 kWh of electricity or 293,000 kWh of gas per year
Microbusinesses are entitled to further support and protections when dealing with complaints.
GDPR and Data Protection Commitment
Lloyd Energy is fully compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. When you contact us — whether for service queries, complaints, or switching your energy plan — we treat your personal and business data with the utmost confidentiality and care.
Your data rights include:
- The right to access the personal data we hold about you
- The right to correct any inaccuracies
- The right to request data erasure (where legally applicable)
- The right to restrict or object to processing in certain situations
- The right to data portability
How your data is used:
We collect only the data necessary to process your enquiry or complaint, handle your business energy account, and improve our service delivery. Your information will never be shared with unauthorised third parties without your consent.
Need more details? Please see our full Privacy Policy or contact our Data Protection Officer at: info@lloydenergy.co.uk
Our Promise
We are committed to continuous improvement and open communication. If you've had a less-than-satisfactory experience, we want to make it right. Whether you’re facing issues with business energy bills or just need guidance on switching suppliers, we’re here to help.
Get your quote today or speak with our Client Relations Team to raise a concern — because your satisfaction is our top priority.