As part of our commitment to ensure our quality at Purple Utility is 100%, we have detailed below our complaints process to ensure our customers that they have the right to question anything we may have done wrong.
What is our complaints procedure?
Before raising a complaint on one of the below contact methods, please could the following be included in your preferred way of contacting us so we can locate your account swiftly:
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Business name
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Meter Number
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Address
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Your name
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Contact details
Step One
Log your complaint with us by Phone
Phone: 0116 3263026
Letter: Complaints Department, Purple Utility Limited, Unit 5, Oswin Road, Leicester, LE3 1HR
Email: contactus@purpleutility.com
Step Two
Your complaint will be investigated by our dedicated team who will provide you with a response to your original complaint within 3 working days.
Step Three
Purple Utility will Try to have a resolution to the complaint within 10 working days. We will make you aware if we need further time to investigate your complaint.
Further Action required
After you have been provided with the outcome, if you are not satisfied then you may wish to appeal.
To do this, simply use one of the contact methods above and ask us to re-evaluate our decision by a more senior member of our organisation.
You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.
Ombudsman Services – Energy
If you have a problem sorting out a complaint with a gas or electricity (an energy) company, we may be able to help. Our service has been approved by Ofgem, the body which regulates the electricity and gas markets in England, Scotland and Wales.
Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached.
Energy Ombudsman is impartial and free to use
Energy Ombudsman can be contacted in the following way
Name : Energy Ombudsman
Website : www.energyombudsman.org
E-mail : enquiry@energyombudsman.org
Phone : 0330 440 1624 (Monday - Friday) 8AM - 8PM
Saturday 9AM - 1PM
Energy Ombudsman
PO Box 966
Warrington, WA4 9DF
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