At MV Utilities we take any complaint seriously, and our aim is to get it resolved quickly and efficiently.
We have a robust procedure in place to make sure no complaint is unanswered.
If you have a complaint, we are truly sorry about that so please let us know as soon as possible so that we can resolve it. It doesn’t matter how small it maybe we would like to hear about it.
The following process stages are in place to make sure it is dealt with in a professional manner.
Step 1. Please contact us via any of the following means: –
Telephone: – 01254 920042 Please mention the cause of your complaint and the relevant person will call you back to rectify your complaint
Write: – You can write to us with your complaint to – Complaints Manager, MV Utilities, Graphic House, Moorfield, Burnley Rd, Altham, Lancashire BB5 5TX
Email: – resolutions@mvutilities.co.uk
We will acknowledge receipt of your complaint immediately and set to work investigating the issue.
Please allow 3 days for us to check everything however if the complaint has a simple resolution we will endeavor to reply before this time.
Step 2. If the complaint is more complex it will be escalated to the Complaint Management Team. This team consists of senior management including the Managing Director. One of the Complaint Management Team will keep you regularly updated on how we aim to resolve the complaint. Hopefully, this is where the process will end, however as our valued client you have other options.
Step 3. If for any reason, we can’t resolve the complaint after 8 weeks from the complaint being lodged with us and we have tried all solutions we will then view the complaint as a deadlock position. From this point, we will issue a deadlock letter and encourage you to pass your complaint to the Ombudsman.
Tel: 0330 440 1624
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Email: enquiry@ombudsman-services.org
Ombudsman Services is impartial and totally free for consumers. For more information please visit this link .
Above all our aim is to learn from any complaint and rectify it to the customer’s satisfaction.