Complaints Handling Procedure

At MyUtilityGenius, we are dedicated to providing the highest possible level of service to all of our customers. However, we recognise that on a rare occasion you may feel that we have not met your expectations. We take any complaint very seriously and welcome any concerns as useful feedback to make continuous improvements to our services.

To give our team the opportunity to resolve your complaint, please follow our complaints procedure below.



Step 1: Contact Us


You can contact our Customer Support team using the following options:


  • Call us on 0203 468 0461
    Support hours: Monday to Friday 9.30 am – 5.00pm. We are closed on Saturday, Sunday and Bank Holidays. Please note that calls will be recorded for training and monitoring purposes.
  • Email: complaints@myutilitygenius.co.uk
  • Postal: This is our least favoured method of communication due to its speed, however, if you prefer to use this method then please contact us by telephone for us to provide our postal address.

Step 2: Resolution


Once we receive your complaint, we will send you an acknowledgement and a reference number. We will tell you when MyUtilityGenius will contact you again. We aim to acknowledge receipt of your complaints within 3 business days.

In order to investigate your complaint, we may need to contact other organisations involved in the provision of the service, which could affect the speed of resolution. We would like to assure you that we will try to resolve your complaint as quickly as possible, including giving you an explanation. We may consider refunding part of our fees in the event that our service fell short of the standard we hold and that it was not affected in anyway by any other third-party service providers who we work with.

Step 3: Complaint Escalation


If you are still not happy with the way your complaint has been dealt with then you may request for your complaint to be escalated to a MyUtilityGenius Director who will conduct a comprehensive review and respond to you within 10 working days. This time period may get extended where the Director requests additional information from any of the external organisations involved in the provision of the service.

Step 4: Independent Review


We will do everything we can to make matters right. If you are still not satisfied with the way your complaint has been handled then after eight weeks, you have the right to escalate your complaint to The Energy Ombudsman.

The Energy Ombudsman are an independent dispute resolution service which deals with unresolved disputes between energy companies and their residential and small business customers. The Energy Ombudsman’s free and impartial service considers both the regulations and what is fair and reasonable for microbusinesses and energy brokers.

The Energy Ombudsman can be contacted using the following options:

  • Telephone: 0330 440 1624
  • Email: enquiry@ombudsman-services.org
  • Postal: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
  • Website: https://www.ombudsman-services.org/sectors/energy