Complaints procedure

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Renewing Utilities (UK) always strive to provide excellent service and are proud to have signed up to the TPI Code of Practice. However, should something go wrong, or you are unhappy with the service you have received, then please get in touch with us at the earliest opportunity so we can look into the issue as soon as possible.


Complaints can be sent to hello@renewingutilities.co.uk or posted to Suite 29, NQ4 Central, 47 Bengal Street, Manchester, M4 6BB.


Alternatively, you can call us on 0333 050 4246. Please ensure that you leave your contact details so we can get back in touch with you. All complaints will be dealt with in a courteous and respectful manner.

Step 1

A complaint has been received by Renewing Utilities UK, either verbally or in writing/email about dissatisfaction with the service received. The customer is to provide as much detail as possible regarding the reasons for the complaint and what solution they deem appropriate. Renewing Utilities (UK) will acknowledge the complaint within three business days, either by phone call (recorded) letter or email and provide the customer with the details of the person who will be handling the complaint. The person assigned to the case will not have been directly involved in the complaint as there is a specific department for this.

Renewing Utilities (UK) will contact the customer within 14 working days of receiving the complaint with one of the below outcomes:

  • A final response which addresses the complaint
  • A holding response which explains why we are not yet able to resolve the complaint, including indication of when we will aim to have a resolution


If we do not hear from the customer within seven working days of issuing the final response, we will close the complaint and surmise the customer is satisfied with the outcome.

Step 3

If Renewing Utilities (UK) identify that an error has been made, we will do our best to put things right. This could be any of or a combination of the following:

  • An apology
  • A clear explanation of the circumstances surrounding the error
  • Details of any action taken to resolve the error
  • Offering a compensation package

Step 4

If you are not satisfied with Renewing Utilities (UK) final response, upon receiving new evidence or an appeal we will review the complaint again. Without any additional material, it is unlikely to change the outcome.

Step 5

Renewing Utilities (UK) will aim to resolve the complaint, sending a final response which adequately addresses the complaint no later than eight weeks from receiving the original communication from the customer.

Step 6

If you are not satisfied with Renewing Utilities (UK) final response, you can choose to escalate the complaint to the Ombudsman Services. You can use this service if you the customer and Renewing Utilities (UK) are unable to come to a resolution or it's been unresolved for more than eight weeks. The Ombudsman Service is impartial and free for customers to use. You can contact the Ombudsman here:
Website: https://www.ombudsman-services.org/
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
This is a free service with no charge to the consumer

Find out more about our complaint’s procedure: hello@renewingutilities.co.uk

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