Go Save Utilities Complaints Procedure
We are committed to continually improving our processes and believe that caring for our customers is the most important part of our business. From time to time issues may arise and when this happens, we will do our best to put things right quickly.
To contact us about your complaint
Call : 07971470540 Email: complaints.gsu@outlook.com
Mail To: Go Save Utilities, 46 Lower Hey Lane, Mossley, Greater Manchester OL5 9DE.
You can request a copy of our complaint handling process for free.
We want to sort things out for you quickly. That’s why we will:
- Always aim to respond promptly to your complaint in a fair and courteous way
- Treat any personal or financial details you give us in confidence
- Investigate your complaint fully and explain the findings to you take action to put things right as appropriate and let you know what needs to happen next – whether that’s us saying sorry or making a goodwill gesture
- Speak with your energy supplier directly – We’ll let you know what they say and pass on any compensation you may be owed.
Step 1
We want to sort things out quickly and will try and resolve issues right away. We will give you a complaints reference number which you can use when speaking to us. We will let you know when we have received your complaint and will try to resolve it within 5 working days and give you regular updates. Resolving your complaint may involve us speaking to your energy supplier. In this situation, we will be reliant upon the timescales given by them and will keep you informed of our progress.
Step 2
If we haven’t been able to sort things out within 8 weeks or we can’t agree a way forward with you, we will write and let you know you have the right to refer your complaint to the Ombudsman Services. Ombudsman (for micro businesses) The Ombudsman’s service is free and impartial and they can be contacted at:
Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF
The email address for Ombudsman Services is: enquiry@ombudsman-services.org
0330 440 1624 | 0330 440 1600
(textphone)@ombudsman-services.orgombudsman-services.org/energy.
If you need independent advice
You can contact Citizens Advice at any time during the complaints process. Citizens Advice consumer helpline 0808 223 1133 Welsh speaking 0808 223 1144 Textphone 18001 0808 223 1133