Complaint handing procedure

We are committed to providing excellent service and addressing any concerns our clients may have and for this reason we are extremely proud to have received 0 complaints in over 10 years of trading.

Our complaint handling process is designed to resolve issues in a fair, prompt, and transparent manner with courtesy and respect. Following a thorough investigation, outcomes to a complaint may include an apology, goodwill gesture and/or compensation and additional training for staff members involved in our drive for continuous improvement and continued client satisfaction.

STEP 1

Contact your dedicated account manager directly via their direct line or email address. These details will be provided in their email signature.

We ask that you please put “complaint” in the subject line to ensure the complaint is picked up and acknowledged as priority (within one working day) and is differentiated from a general query.

The complaint will be investigated by your account manager over a 5 working day period by collating documents relating to the complaint, this could include but is not limited to email correspondence, signed documents and call notes and reviewed alongside line manager to confirm legitimacy of the complaint.

Once reviewed, additional information may be requested and we look to put forward a remedy in writing within 5 working days and if this cannot be achieved, correspondence will be sent to explain the reason why and manage expectations on timescales.

STEP 2

If your complaint has not been resolved to your satisfaction, you may escalate your complaint to our Sales Director via one of the following methods:

Direct Line – 0203 743 9579
Email – jane.atkinson@uniblend.co.uk

Please label the subject line of the email as “complaint” and our Director will aim to acknowledge your complaint within one working day and review and respond within five working days either with a resolution, or to outline additional information / next steps that are required in order to fully investigate your complaint.

STEP 3

If you meet the OFGEM’s Micro Business or Small Business criteria, and your complaint has either not been resolved after 8 weeks, or a mutually agreed resolution cannot be agreed (a deadlock letter has been issued), you will receive a letter signposting you to the Energy Ombudsman.

The Energy Ombudsman is a free and impartial service with a history of facilitating the resolution of complaints made against any suppliers, and from 1^st December 2022 are expanding their service to resolving complaints made against TPIs/brokers/consultants. They can be contacted via the following methods:

Website: https://www.energyombudsman.org
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

We are registered members of the ADR Scheme and our membership number is C35UNIB01.

“
"Uniblend have been a perfect example of how an energy consultant should be. In a field full of pitfalls and supplier issues, Jane has helped us numerous times, no matter how big or small the problem. From quoting the best prices, to the ongoing service we have received, I cannot recommend Uniblend enough!"
Swaffer LimitedDirector

“
Uniblend have provided Clarins UK Limited with an unrivalled and seamless level of service via our dedicated account manager. The entire procurement process spanning several accounts nationwide as well as billing and queries are handled professionally and efficiently. I would highly recommend Uniblend to anyone seeking a proactive utility consultant who has their customers best interest at the heart of everything they do.
Clarins UK LimitedBuilding Services Manager

“
"There is no pushy hard sell, Uniblend Consult provide us with the facts and figures and let us make a decision. The setting up of the contracts is simple and we know they are always there if we have any queries."
Multimatic Ltd

“
"Very happy with the service Uniblend Consult have provided us since 2015. They have provided fair and impartial advice on electricity rates, and fixed packages. The regular check-ins are reassuring that we are valued as a customer throughout the contract, and not just at renewal. Keep doing what you do so well."
Benoil Services Ltd

“
As a company we have been helped by Uniblend now for a number of years with regards finding the most suitable deals in the marketplace for our utilities.
In the last 12 months however, we have progressed this relationship a stage further with invaluable help from Uniblend in assisting us in finding and working with renewable energy consultants and skilled professional solar installers. Uniblend always deliver a friendly, professional and timely service and guide us through the various minefields in this sphere.
Building Maintenance ManagerPhoenix Software Ltd

“
We have worked with Jane for several years, and we greatly appreciate her advice and expertise. She is responsive, proactive, and happy to help with any situation. More importantly, she is a pleasure to deal with. The assistance provided regarding the gas supply upgrade and meter installation at one of our sites allowed the business to remain operational while works were carried out and was managed so that there was minimal involvement from ourselves. We will undoubtedly continue to work with Jane for the foreseeable future!
Head of FinanceWest Mount Dental Surgery

Get in Touch

Don’t let utilities slow down your business. Get in touch with Uniblend Consult today to find out how we can streamline the process and ensure your project is delivered on time and on budget.