We are committed to delivering the highest standard of service throughout the duration of your contract. However, if you encounter any issues and wish to raise a complaint, we will thoroughly investigate the matter and aim to resolve it promptly wherever possible.
We value all feedback and view it as an opportunity to improve. If at any point you are dissatisfied with our service, we encourage you to let us know so we can make things right.
While we hope that concerns can be resolved quickly and easily at the first stage, we recognise that, in rare cases, further steps may be necessary. Should you remain unsatisfied, our complaints process is available to you—impartial, accessible, and free of charge. All complaints are handled with professionalism, and we ensure that every customer is treated with courtesy and respect.
Step 1
A complaint is any expression of dissatisfaction with the service received by Utility Bidder. A complaint may be made in writing, email, by telephone or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see. We retain copies of all complaints received.
Email:Â info@savecommercialenergy.co.uk
Telephone: 01416286469
Address: 104 Strathmartine Road, Dundee, Scotland, DD3 7SF
Step 2
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.
Step 3
Within two weeks of receiving a complaint we will send you either:
- a final response which adequately addresses the complaint; or
- a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
- If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.
Step 4
If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.
Step 5
We will send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint
Step 6
If you are unhappy with our final response, you may use the Dispute Resolution Ombudsmen. You can also use this service in the unlikely event that the complaint has not been resolved within eight weeks of submission.
Their website is https://www.disputeresolutionombudsman.org/dispute and it provides more information about the service they provide and the various ways they can be contacted. The ADR scheme is impartial and free to use.
We are not responsible for the content on their website.