Complaints Policy
Business Utility Hub
Effective Date: 30th October 2025
Last Updated: 30th October 2025
1. Our Commitment
At Business Utility Hub, we are committed to delivering excellent service to all our customers.
However, we understand that sometimes things don’t go as planned.
When this happens, we want to know about it so we can put things right quickly and improve our service in the future.
We treat every complaint seriously, handle them fairly and promptly, and aim to resolve all issues as efficiently as possible.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction—whether spoken or written—about our services, staff, or the way we’ve handled a matter, where a response or resolution is expected.
3. How to Make a Complaint
You can contact us using any of the methods below:
By Phone: 0161 237 9954
By Email: customerservicesbuh@businessutilityhub.co.uk
Online: You can also use our contact form.
Please include:
- Your name and business name
- Your contact details (phone and/or email)
- A brief description of your complaint
- Any relevant account numbers, contract details, or supporting documents
4. Our Complaints Process
Stage 1 – Initial Review
- We will acknowledge your complaint within 2 working days.
- A member of our customer service team will investigate and aim to resolve your complaint within 10 working days of receipt.
- If we need more time, we’ll inform you and explain why.
Stage 2 – Escalation
- If you are unhappy with the initial response, you can request an escalation to a Senior Manager.
- The Senior Manager will review your case and aim to provide a final written response within 10 further working days.
Stage 3 – Final Review / Deadlock
- If you remain dissatisfied after our final response, or if 8 weeks have passed since you first raised the complaint, you may refer your complaint to the Energy Ombudsman (see below).
5. Independent Review – Energy Ombudsman
If we are unable to resolve your complaint to your satisfaction, you can contact the Energy Ombudsman for an independent review.
This service is free of charge for you.
Ombudsman Services: Energy
Website: www.ombudsman-services.org/energy
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
The Ombudsman can investigate and, if appropriate, require us to:
- Apologise
- Explain what went wrong
- Take corrective action
Make a financial award (if appropriate)
6. Record Keeping
All complaints are logged, monitored, and reviewed regularly.
We use complaint data to identify recurring issues and improve our customer service and operational processes.
7. Continuous Improvement
At Business Utility Hub, we view complaints as opportunities to learn.
We regularly review our procedures and staff training to ensure we maintain the highest standards of transparency, professionalism, and fairness.
8. Contact Information
If you have any questions about this policy or need assistance submitting a complaint, please contact our customer care team at: