Utility Hive Complaints Procedure

Not buzzing with our service?

If you have had an issue or have not been buzzing with our service, then we want to do everything in our power to help solve this. To allow us to reach the right solution for everyone, we need a little help from you so that we can put things right and ensure it doesn’t happen again.

Your voice is very important to us. We pride ourselves on giving all our customers exceptional customer service that exceeds all expectations. If this has not been the case then we would like to be informed. As a company we are continuously looking for ways to improve our service and this is achieved by implementing what we have learnt from the mistakes made and feedback given from valued customers.

We will fully investigate any issues and aim to rectify any found in a timely and effective manner.

If you are unsatisfied with our service then please follow our complaints procedure.

Step 1

Get in contact with us on 0800 029 4519 and provide us with all the details of your issue. In most cases we will more than likely be able to provide a suitable resolve there and then and this will be our aim. If we are unable to provide a suitable resolve or it requires further investigation, then we will respond with the following stages within 5 working days of your call:

Stage 1:

Immediate response – we will try to resolve your issue there and then if we have all the information required at the time of your call.

Stage 2:

Further investigation – It maybe that we require further clarification from yourself, or information is needed from the supplier. We allow a further 5 working days to give yourself and the supplier the opportunity to provide the required information.

Stage 3:

Escalation – if we feel that we will not be able to offer a suitable resolve at stages 1-2 then it maybe a requirement to escalate your potential complaint to our senior complaint manager. They will conduct a further investigation and aim to respond with their final response within 18 working days of being sent everything that is required. Please be aware that if further information is required or any information is missing then there will be a delay in resolving your issue.

Step 2

Our aim is to provide you with the right resolve following our internal procedure. However, if you are still unhappy with our final response then you can escalate your complaint further.

Energy Ombudsman:

The energy ombudsman is independent and can:

When to complain:

You must complain to the ombudsman within 12 months of your supplier telling you their final decision. 

How to complain:

You can complain to the energy ombudsman online.

Further help:

The Citizens Advice consumer helpline can give you advice about making a complaint to the energy ombudsman.