Customer Complaints Policy

At Brownlow Utilities we endeavour to ensure that our customers are treated fairly, honestly and transparently and strive to offer best in class services.

Sometimes we may fall short of our commitment. On the very rare occasion you feel we have not met your expectations and wish to make a complaint, please follow the guidance below.

1. In the first instance, you should contact your nominated account manager to raise your complaint. You should put your complaint in writing, detailing where you believe the service(s) are not meeting your expectations. Your account manager has 30 days from receipt of your written complaint to address your concerns with a view to ensuring that our service levels are upped to meet our contractual obligations.

 2. Should your complaint not be resolved within the 30 days, you have the right to escalate your complaint. You should write to either the Operations Director and/or the Commercial Director, forwarding your previous written submission(s) and any supporting evidence. Either the Operations Director or Commercial Director will respond to you within 30 days of your written submission. They will outline how they intend to resolve your complaint along with the proposed operational changes, that when implemented will ensure the issues you have raised will not be repeated.

 3. If in the incredibly rare instances, non-of the above has resolved the issue to your satisfaction, you must issue a Dispute Notice. Forward your Dispute Notice to our Managing Director along with all the supporting documentation you have gathered to date. Our Managing Director will review your complaint and within 30 days of receipt contact your companies Director(s) (as nominated at Companies House), with a view to arranging a face-to-face meeting. This meeting will be held in good faith, with the aim of resolving your complaint.

 4. If our Managing Director cannot resolve the complaint with your company’s board, then you have the right to appoint a mediator in accordance with the Centre for Effective Dispute Resolution (CEDR). Both parties agree that the mediator will be nominated by CEDR unless mutually agreed by both parties. A party must serve notice in writing Dispute Resolution Notice (DRN), to the other party to the Dispute. A copy of the DRN must be forwarded to CEDR. The mediation will start not later than 30 days after the date of the DRN.