Complaints Handling Procedure

Max Utility Services Ltd is committed to providing the highest levels of service to all our customers. If you are in any way dissatisfied with our services or have any concerns, then please let us know as this will help us to continually improve our service to you.

Our aim is to ensure that any issues you may raise are properly addressed and appropriate actions are taken where necessary, as we thrive for customer excellence.

Stage One – Raising a complaint

We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely. In the event of a complaint, you should contact us immediately via one of the channels below. Please ensure you include your contact information, business name and address as well as an outline of your dispute.

Phone: 07587458292
Email: Maxutilityservicesltd@outlook.com
Post: 32 Wavell Road, Brierley Hill, England, DY5 2EU

Stage Two – Acknowledgement

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days. The complaint will be logged, and we will provide you a reference number which you can quote to check on the status of a dispute.

Stage Three – Investigations

For any miss-selling or contract-related disputes, we review all pre-sales calls or other methods of communication linked to the relevant contract so we can properly investigate the matter. Where appropriate, we may ask you for additional information or documentation to make sure all checks are thorough.

Stage Four – Resolution

Once all checks are complete, we will contact you with the details of our findings.

We take miss-selling and misrepresentation seriously. If either has occurred, we will instruct the supplier of our findings and request that the contract is removed and that you are returned to your former supplier.

If the evidence does not support the complaint, we will provide our findings and supporting evidence to confirm that no further action will be taken. If you do not agree with this outcome, the complaint will move to deadlock.

Stage Five – In the Event of a Deadlock

A complaint will move to deadlock if you do not agree with our findings or resolution. In this situation, you should wait the allocated time before referring the matter to the Ombudsman, who will provide an impartial and independent review of your dispute at no cost.

Stage Six – Contacting the Ombudsman

The Ombudsman, Ofgem, will review your case for you. This is a completely free service, and they offer an independent and impartial review. You should only contact the Ombudsman in the event of the below.

• The complaint has been raised and 8 weeks has passed without any resolution.
• You have received a deadlock letter from us and have deemed this unreasonable.

You can contact the Ombudsman either by post, email, and letter or complete the form online.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Online: https://www.ombudsman-services.org/complain-now

Further information about the Ombudsman process is available at
https://partners.ombudsman-services.org/our-services/our-process