Complaints Procedure

At Pulse Utilities Ltd, we aim to provide a professional, transparent, and reliable service to all of our business customers. However, we recognise that there may be occasions where our service does not meet expectations. When this happens, we welcome the opportunity to address concerns promptly and fairly.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can raise a complaint with us by telephone, email, or in writing. All complaints will be handled with courtesy, respect, and confidentiality.

When submitting a complaint, please provide as much relevant information as possible so that we can investigate the matter thoroughly.

Acknowledgement of Complaints

Once we receive your complaint, we will acknowledge it within two working days and confirm that it is being reviewed by the appropriate team member.

Investigation & Resolution

We aim to investigate and respond to all complaints within 14 working days. Where appropriate, we will explain our findings clearly and outline any actions taken to resolve the issue.

A complaint may be resolved in several ways, including clarification of information, corrective action, or a goodwill gesture where appropriate.

Escalating a Complaint

If you remain dissatisfied with our response, or if your complaint has not been resolved within eight weeks, or you receive a formal deadlock letter, you may refer the matter to an independent dispute resolution service.

Pulse Utilities Ltd is a member of an Alternative Dispute Resolution (ADR) scheme, which allows eligible customers to escalate unresolved complaints free of charge.

Ombudsman Services – Energy

You may contact Ombudsman Services if your complaint remains unresolved:

Phone: 0330 440 1624

Email: enquiry@energyombudsman.org

Post: Ombudsman Services – Energy,

PO Box 966, Warrington, WA4 9DF

Website: https://www.energyombudsman.org

Contact Details for Complaints

Pulse Utilities Ltd

Phone: 01253 835873

Email: contact@pulse-utilties.co.uk

Address: 71-75 Shelton Street, London, WC2H 9JQ

Additional Information

Please note that Pulse Utilities Ltd acts as a commercial energy broker and not as an energy supplier. Any energy supply contract is agreed directly between the customer and the chosen supplier.