TOG UTILITIES Ltd – Complaints Procedure
TOG Utilities is committed to providing high standards of customer service. If you are unhappy with any aspect of our service, we encourage you to contact us so we can investigate and resolve the issue promptly and fairly.
At TOG Utilities, we are committed to delivering the highest standard of service to all of our customers. However, we understand that occasionally things may not go as planned. If you are dissatisfied with any aspect of our service, we encourage you to inform us so we can resolve the issue promptly and fairly.
We treat all complaints with courtesy and respect and view them as an opportunity to learn and improve our services. Our complaints process is impartial and free for customers to use.
Step 1 – Submitting Your Complaint
A complaint is any expression of dissatisfaction regarding the service provided by TOG Utilities.
You may submit your complaint using any of the following methods:
📧 Email: complaints@togutilities.co.uk
☎ Landline: 0208 036 1031
📱 Mobile: 07462 211485
When submitting a complaint, please provide as much detail as possible, including:
• A clear description of the issue
• Any relevant dates or supporting documentation
• The outcome you are seeking
All complaints will be recorded and assigned a unique reference number for future correspondence.
Step 2 – Acknowledgement
We will acknowledge receipt of your complaint within five working days, either in writing or via email.
The acknowledgement will include the name and contact details of the person responsible for handling your complaint.
Where possible, the complaint will be handled by someone who was not directly involved in the matter and who has the appropriate authority to resolve the issue.
Step 3 – Investigation and Response
We will investigate your complaint thoroughly and aim to provide a substantive response within 14 days.
If additional time is required, we will issue a holding response explaining the reason for the delay and when you can expect further communication.
Step 4 – Final Response
We aim to provide a final written response within eight weeks of receiving your complaint.
Our response may include:
• A clear explanation of the outcome
• An apology where appropriate
• A goodwill gesture or compensation where applicable
If we do not receive a response from you within 7 days of issuing our final response, we will assume that the complaint has been resolved and the case will be closed.
Step 5 – Alternative Dispute Resolution (ADR)
If you remain dissatisfied after receiving our final response, or if eight weeks have passed without resolution, you may escalate your complaint to an independent Alternative Dispute Resolution (ADR) service.
Dispute Resolution Ombudsman
Website:
https://www.disputeresolutionombudsman.org/dispute
This service is independent, impartial, and free for customers to use.
Step 6 – Energy Ombudsman
• Energy Ombudsman is free to use
The Energy Ombudsman service is free for customers to use.
If your complaint relates specifically to energy brokerage services and remains unresolved after eight weeks, you may also contact the Energy Ombudsman.
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF
📞 Phone: 0330 440 1624
📧 Email: enquiry@energyombudsman.org
The Energy Ombudsman is an independent and impartial service that helps resolve disputes between consumers and energy providers.
