Your Right to Complain!

At ksmutilities.co.uk, we are committed to providing our customers with exceptional service. However, we understand that issues may arise from time to time. We value your feedback as it allows us to address any concerns and enhance our customer service. If you have any concerns or are dissatisfied in any way, our dedicated Customer Experience Team will conduct a fair and impartial investigation. You can reach out to us to share your concerns through the following contact methods:

Telephone:
+44 208 129 4499

Email:
complaints@ksmutilities.co.uk

Post:
Regus, Interchange Building

1st Floor, 81 - 85

Station Road, Croydon

CR0 2RD

For our Customer Experience Team to effectively investigate and address your concerns, we kindly request that you provide us with the following details:

• Your full name

• Business name

• Business address

• Telephone number

• Email address

• A detailed explanation of your concerns

Once we receive your concerns, our dedicated Customer Experience Team will acknowledge your complaint within three working days and strive to resolve the matter within five working days. However, we understand that certain circumstances may require more time for a satisfactory resolution. In such cases, we will keep you informed about the progress of your complaint and, whenever possible, provide an estimated resolution date.

If, after receiving the initial resolution, you remain dissatisfied, you have the option to escalate your concerns to our Customer Experience Team. You can contact us at 0208 129 4499 or email us at info@ksmutilities.co.uk to further address your concerns. Once escalated, our team will prioritize your case and aim to provide you with a resolution within five - Seven working days. We are committed to keeping you informed if any unforeseen delays occur.

Our goal is to ensure that your concerns are addressed promptly and effectively, while providing you with exceptional customer service.

Energy Ombudsman Supplier Guidance

Updated April, 2022

Businesses like ours have received additional guidance from the UK Energy Ombudsman to ensure that customers are well-informed about their rights and the most effective way to address customer complaints. As part of our responsibility, we want to inform you that you have the right to lodge a complaint with the Energy Ombudsman if we are unable to resolve your complaint internally. Our priority is to provide you with a satisfactory resolution, and if we fall short, the Energy Ombudsman is available to assist you.

Your Rights:

We want to ensure that you are aware of your entitlement to file a complaint with the Energy Ombudsman, as well as the information we are obligated to provide:

• You have the right to escalate your complaint to the Energy Ombudsman.

• The Energy Ombudsman operates independently from our energy company.

• Utilizing the Energy Ombudsman's services is free of charge.

• The Energy Ombudsman offers various forms of redress, including apologies, explanations for what went wrong, practical actions to rectify the issue, and potential financial awards.

• The decisions made by the Energy Ombudsman are binding on our company but not on you as the customer.

8-Week Letter

You shall receive an initial response from us within 8 weeks of your complaint. This shall explain the nature of your complain, and how we aim to bring you a solution.

Deadlock Letter

This would detail our final position on your case, whether or not you have responded to our initial 8-Week Letter, before you take your complaint to the Energy Ombudsman. Any compensation, or solution proposed, shall be detailed within and the viability of this solution remaining if you choose to take your complaint to the Energy Ombudsman.

Energy Ombudsman Contact Details

You may contact the Energy Ombudsman in the following ways:

• Website – www.ombudsman-services.org

• Phone – 0330 440 1624

• Email – enquiry@ombudsman-services.org

• Postal Address – The Energy Ombudsman, P.O. BOX 966, Warrington, WA4 9DF

Complain Handling Procedure