We are committed to providing high-quality service. If something goes wrong, we want to know so we can put it right.
At Pro Utilities Hub, we strive to deliver the best possible service. If something goes wrong, here is how we handle it:
We will acknowledge your complaint within 2 business days of receiving it.
We will investigate your concerns fully. This may involve reviewing your account history and speaking with the relevant team members.
We aim to provide a full response within 10 business days. If we need more time, we will keep you updated on our progress.
You can contact us via any of the following methods:
We will log your complaint on our internal system, including all relevant details and evidence you provide.
We will acknowledge your complaint within 2 working days (Monday to Friday), confirming that it is being reviewed.
A member of our team will investigate your complaint thoroughly, which may include reviewing your account and documentation, listening to call recordings (where available), and consulting relevant staff, suppliers or third parties.
We aim to complete our initial investigation within 20 working days and keep you updated on progress if further time is needed.
If you are not happy with our final response, or if 8 weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Energy Ombudsman or a relevant alternative dispute resolution scheme.
The Energy Ombudsman is an independent body that resolves disputes between energy suppliers/brokers and consumers.