Our Complaints Procedure
We're sorry you're not happy with our service. We'll do our best to put things right.
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Step 1: Contact Us
The first step is to get in touch with our customer service team. You can call, email, or write to us. We aim to resolve most issues at this stage.
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Step 2: Formal Complaint
If you're not satisfied with the initial response, you can make a formal complaint. Please outline the issue clearly in writing so our complaints team can investigate thoroughly.
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Step 3: Final Resolution
Our team will provide a final resolution letter. If you are still not satisfied, you can escalate your complaint to the Energy Ombudsman.
The Energy Ombudsman is a free and independent service that resolves certain disputes between consumers and energy providers.
Please note: The Energy Ombudsman only covers heat network suppliers that are registered with relevant schemes. Complaints can only be raised against the heat supplier, not against Full Power Utilities, as we act solely as the billing agent on behalf of the supplier or managing agent.
For electricity, gas or water that is resold by a landlord or managing agent to tenants or leaseholders, the Energy Ombudsman does not have jurisdiction. Landlord resale disputes are not handled by the Energy Ombudsman.
If you wish to raise a concern about resale charges, the appropriate route will depend on the type of tenancy or ownership you have. You may need to seek independent advice.
For guidance on your rights and available dispute routes, we recommend contacting the Citizens Advice Bureau or obtaining legal advice.
Complaint Contact Details
Phone:
020 4509 8958
Email:
hello@fullpowerutilities.com
Address:
Studio 3, Limelight, Elstree Way, Borehamwood, Hertfordshire WD6 1JH