What happens if you’re unhappy with our service?

Your voice is very important to us. We pride ourselves on giving all our customers exceptional customer service that exceeds all expectations. If this has not been the case then we would like to be informed. As a company, we are continuously looking for ways to improve our service and this is achieved by implementing what we have learned from the mistakes made and feedback given from valued customers.

Step 1- Assessment
Our team of experienced advisers will review the complaint as quickly as possible. They are available Monday to Friday between 9 am and 5 pm and will work to resolve your complaint. So please feel free to contact us directly (via email, phone or post) if you wish to discuss your complaint in further detail. To allow the Complaint advisor or a member of our management team to investigate and resolve your concerns, please ensure you provide us with:
- Your Name
- Business Name
- Business Address
- Explanation of your concerns

Step 2 – Investigation
Your complaint will be assigned to a complaints advisor or a member of our management team.
Should either your assigned complaints advisor or a member of our management team be unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact regularly with updates on the progress of your complaints.
Please send all complaints to complaints@hasutility.co.uk
Complaints could take up to 4 weeks to be investigated and resolved by us and a response issued.
At this stage, if we are able to reach a solution you are happy then we will send a Complaint Resolution Letter via email (if one is available) advising how we have resolved the situation for you.

Step 3- Not happy with our response?
If you remain dissatisfied, your concerns can be escalated to management
Please email complaints@hasutility.co.uk or call 0161 960 0257
If we are unable to reach a solution a Final Deadlock Letter will be sent to you via email (if one is available) advising you of our final position on the complaint.

Step 4- Additional Independent Advice
Citizen Advice
Customer Service- 0808 223 1133
Business Debt line
Please visit businessdebtline.org or call on 0800 197 6026

Step 5- Independent Review
If you are a micro business, after 8 weeks from the date of the original complaint or we have issued a ‘Deadlock Letter’ you contact the Ombudsman Service for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier.

You may contact the Energy Ombudsman in the following ways:
Website- www.ombudsman-service.org
Phone- 03304401624
Email- enquiry@ombudsman-services.org
Postal Address: The Energy Ombudsman, P.O.BOX 966 Warrington, WA4 9DF