Complaints Procedure

1. Introduction
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.

2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services may make a suggestion. If the suggestion is something that Utilities 4 Less Ltd. as a company needs to consider you can send it to

3. Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
Utilities 4 Less Ltd. assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.

4. Who can complain
Anyone affected by the way Utilities 4 Less Ltd. conducts its business can make a complaint.

A representative may complain on behalf of the affected person if they:
• have died
• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

5. How you can make a complaint
You can complain:
• by email

6. Anonymous complaints
We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

7. Responsibility
The Operations Manager has overall responsibility for dealing with all complaints made about their service.

We will provide as far as is reasonably practical:
• any help you need to understand the complaints procedure; or
• advice on where you may get that help.

8. How we handle complaints
The Operations Manager or Utilities 4 Less Ltd. may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will email you the outcome with:
• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

9. Time limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

*We can provide this policy in other languages or in other formats on request