UtilityFix Energy Complaints Procedure & Data Protection Policy

Q: How to Make a Complaint

To begin the complaints process, please provide: Your full name Business name and address A brief summary of your concern Your contact details Once we receive your complaint, we’ll: 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

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

Once we receive your complaint, we’ll:

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

🔁 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.

Complaint Page