Our Complaints Procedure & Your Rights

Although we do our best to provide the highest quality service possible, we understand sometimes things can go wrong. If you have a complaint with us feel free to contact us and provide your details below. We are eager to deal with any concerns you have and are determined to solve your problem quickly and easily.

We always aim to respond to complaints within 2 working days.

If we are unable to resolve your complaint or the complaint goes unresolved for 8 weeks you are within your rights to contact the Energy Ombudsman Services.

Our Complaints Procedure is available to view Below in full so you can be confident your concerns will be answered impartially, quickly and with absolute transparency.

Important: If you are unhappy with our services and we were unable to resolve your issue, please do not hesitate to use our complaints service. This allows us to continually improve our services & also allows us the satisfaction of knowing our clients are happy with Garrison Utilities.

RAISE A COMPLAINT

Click the button to the right to begin emailing us about your complaint or get help with another query.

Please describe your complaint in as much detail as possible so we can help you best.

Click Here to Mail Us

email

Need to Raise A Complaint Directly?

Simply send us an email to helpdesk@garrisonutilities.co.uk or contact your account manager.

In your email please describe your complaint with as much detail as possible so we know how to help you best.

Need To Contact The Ombudsman?

If you've tried to resolve your complaint with us & have reached Deadlock or it has been 8 weeks and there is no resolution, you are within your rights to contact the Ombudsman to impartially resolve this complaint.

Additional Ombudsman Information

If a complaint remains unresolved after 8 weeks or has reached deadlock, then the customer has a right to use Ombudsman Services

Ombudsman Services are impartial and free to use Ombudsman Services can be contacted as follows:

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Complaints Procedure

Complaints Procedure

Although we do our best to provide the highest quality service possible, we understand sometimes things can go wrong. It is our obligation to ensure you know exactly how we handle complaints and how to escalate them if necessary.

You can contact us via the webform on our complaints page, via email at helpdesk@garrisonutilities.co.uk, or phone your Account Manager. Please provide as many details as possible to help us clearly understand your issue.

Once we receive your complaint, we aim to respond within 2 working days with a reference number. All updates and notes will be logged in our internal system to help us resolve your issue effectively.

We will gather all related paperwork, emails, and call recordings (if applicable) to investigate your complaint thoroughly and impartially. A report will be prepared to understand what went wrong and how we can resolve it.

Once we find a suitable solution, we will provide it in writing, with a face-to-face discussion if applicable, and via email if requested. The solution will be recorded digitally and await your feedback. If you're not satisfied, we’ll work to find alternatives.

If you are satisfied, we will mark the complaint as resolved and action the solution. If not, and no alternatives are accepted, you may escalate the issue to the Energy Ombudsman.

Ombudsman Services Contact:
• If unresolved after 8 weeks or at deadlock, you may contact them.
• Services are impartial and free.
• Name: Energy Ombudsman
• Phone: www.energyombudsman.org
• Email: enquiry@energyombudsman.org

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