Complaints Procedure

At Informed Utilities Ltd, we’re committed to providing excellent service. If something goes wrong, we want to know so we can put it right quickly.

How to Make a Complaint

You can contact us in the way that suits you best:

  • Phone: 0333 772 4248
  • Email: Click to email
  • Post: Informed Utilities Ltd, 5a Station Terrace, East Boldon, Tyne & Wear NE36 0LJ

What Happens Next

  • We’ll acknowledge your complaint within 1 working day.
  • A dedicated team member will handle your case and keep you updated.
  • We aim to resolve complaints within 10 working days. If it takes longer, we’ll keep you informed.
  • You’ll receive a full written response within 8 weeks at the latest.

Still Unhappy?

If you’re not satisfied with our final response, you can contact the Energy Ombudsman. Their service is free, fair, and independent.

  • Website: www.energyombudsman.org
  • Phone: 0330 440 1624
  • Email: enquiry@energyombudsman.org
  • Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF