At checkmybills.co.uk, we value our customers and aim to resolve any concerns as quickly and effectively as possible. If you wish to raise a complaint, please follow the steps below:
Step 1
Contact your account manager through your usual communication method to explain the issue. Our team will work to resolve your concern promptly by investigating the root cause with our first-line support team.
Step 2
If your account manager is unable to resolve the issue via email within 2 working days, please email info@checkmybills.co.uk with your company name and meter number in the subject line. Your complaint will be escalated to another member of our customer support team, ensuring a fresh perspective and approach. We will log your complaint, provide you with a complaint reference number, and confirm the date of receipt.
Step 3
If your Step 2 complaint remains unresolved within 2 working days or if we're unable to provide a satisfactory way forward within an agreed timeframe, we will escalate the matter to one of our directors.
Step 4
If we identify that another party may be partially or solely responsible for the issue, we will log your complaint in our Complaint Log and refer you to the appropriate firm within 5 business days, providing you with their contact details to ensure the issue is directed to the right place.
Step 5
After 10 working days of raising your Step 3 complaint, if we still haven't been able to agree on a resolution, we will reassess the case with fresh eyes and work to propose alternative solutions.
Step 6
If, after 8 weeks from when your complaint was first raised, we're unable to reach a resolution that satisfies both parties, we will declare the case to be in deadlock. At this stage, you can access a free and impartial dispute resolution service provided by the Energy Ombudsman.
Contacting the Energy Ombudsman
You can contact the Energy Ombudsman via the following channels:
- Website: www.energyombudsman.org
- Email: enquiry@energyombudsman.org
- Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Contact Us
If you have any questions about our complaints procedure, please contact us at info@checkmybills.co.uk