At Forward Utilities, we know that there may come a time when you are unhappy with the customer service you have received. We value any and all feedback and if we make a mistake, or our service does not meet your expectations, we want to help resolve this for you as quickly and efficiently as possible.
Forward Utilities will answer any and all queries and endeavor to:
The first step in logging a complaint is to get in touch with your Account Manager, which you can do via email or telephone call. They will be aware of your company’s situation and will, in all likely events, resolve your complaint. The Account Manager should help by clearing up any misunderstandings or highlight any new information which may have come to light.
If your Account Manager is unable to help with your concerns, your query will be forwarded to a line manager. If further investigation is necessary, we will agree on a course of action with you. In the unlikely event that we are still unable to resolve your query, the General Manager will be notified.
In all instances, we endeavor to resolve your concerns immediately. Should it take longer, please rest assured that you will be given a reference number and will be kept up to date with its progress. Letters will be acknowledged within five working days (on receipt of letter) and emails will be acknowledged within 24 hours.
At Forward Utilities, we aim to resolve complaints within seven working days. If, for any reason, the query takes longer than seven days then the supplier will be informed. Should the supplier feel it necessary, the relevant TPI Code Manager will be made aware of the situation. In the instances where there is a more complicated query, more time may be needed to fully understand the nature of your query. Should this happen, we will inform you on approximately how long it will take and will regularly provide feedback.
You will, as always, be reserved the right to contact the Energy Ombudsman