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Complaints policy

 Customer Complaints Policy

Brownlow Utilities (The Company) is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from CEO down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.


We want to resolve your complaints as soon as possible. In the event of a complaint, please contact your Account Manager in the first instance via email or telephone. We also have a number of other contact methods which are mentioned below. In any case, we will treat your complaint with courtesy, respect and urgency, doing our best to fix any problems you may be having with our service.

Our Responsibilities:

  • To provide an efficient, fair and structured mechanism for handling complaints.
  • To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
  • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
  • Review our complaints on a quarterly basis so that we can improve our standard of customer service.

Handling Your Complaint:

  • Upon receiving a complaint, we will acknowledge your matter via telephone or via email within 24 hours.
  • Your compliant will be logged in your client records on our CRM system and recorded in a dedicated Complaints Log.
  • If your complaint is urgent, such as where your business is without energy supply, we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
  • Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days.
  • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
  • We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.            

Step One:

If you have a complaint regarding any aspect of your account or dealings with The company, we urge you to telephone your Account Manager in the first instance.

If you prefer to put your complaint in writing or via email, we will respond to your email and will confirm any details in writing if you request us to do so.

You can also make a complaint by using any of the other contact methods on our website, or sending an email to You can also call the main office telephone 01744 778530 and we can direct your call.

Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

Step Two:

Complaints made to the company are overseen by senior management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

If you are not satisfied with the response tendered to you, you may ask your Account Manager to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

Step Three:

When your complaint is resolved, we will confirm this with you within 10 business days.

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the Ombudsman Service Limited, a service which is impartial and free for our clients to use.

The Ombudsman Service Limited
Registered office: 3300 Daresbury Park, Warrington, Cheshire, WA4 4HS.
Registered in England & Wales. No. 4351294

Complaints about energy

Website: Find your provider and make a complaint

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624



Complaints about communications

Website: Find your provider and make a complaint

Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU

Phone: 0330 440 1614


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Our leadership team

Shaun McClarnon


Lee McGhie

Managing Director

Steve Kemp

Head of Operations