Complaints Handling Procedure

Hive Utilities Ltd 

At Hive Utilities Ltd, we value our customers and aim to resolve any issues as quickly, fairly, and simply as possible. Member of Alternative Dispute Resolution (ADR) Membership No C35HIVE01.

However, we understand that sometimes things may not go as expected. This Complaints Handling Procedure explains what you can expect if you raise a complaint with us.

Our aim is to ensure that complaints are handled efficiently and consistently while helping us continually improve the service we provide.

Our Commitment

We strive to provide the highest level of expertise and care at every stage of the service we offer. If something goes wrong and you wish to make a complaint, we are fully committed to resolving it as efficiently as possible.

Below you will find all the information you need about making a complaint, including how to contact us and what we will do next.

What If Something Has Gone Wrong?

If you are unhappy with the service you have received from one of our employees, suppliers, sales agents, or sub-brokers, please let us know and we will investigate the issue immediately.

Expected Resolution Time

• If you make a verbal complaint, we will send you written confirmation outlining our understanding of the complaint.
• If your complaint is made by email or post, we will acknowledge receipt within 2–3 working days.
• We will keep you updated on the progress of your complaint every 2–3 working days.
• We aim to resolve complaints within 2–4 weeks.

If the issue cannot be resolved within this timeframe and as we are signed up to the TPI Code of Practice, we may (with your consent) escalate your complaint to the Independent Code Manager. They will:

• Send an initial written response within 7 working days
• Inform you of the next steps and the expected timeline

If your complaint is upheld, we will provide fair and appropriate compensation for any acts or omissions for which we are responsible.

If your complaint relates to an energy supplier or you are not satisfied with the response you receive, you may also contact the Energy Ombudsman.

Phone: 0330 440 1624
Website: https://www.os-energy.org

How to Contact Us

At Hive Utilities Ltd, most issues can be resolved during your initial contact with our Customer Service team, your sales agent, or a sub-broker.

We will continue to investigate your complaint until we can provide you with a final decision letter.

In the first instance, all complaints should be directed to the address below for the attention of the Director.

Contact Details

Phone
0191 6941819
Monday – Friday:

Email
contactus@hiveutilities.co.uk

Post

Hive Utilities Collingwood buildings Newcastle upon Tyne NE1 1 JF

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