Complaint Handling Procedure

Complaint Handling Procedure

At GVS UTILITIES LIMITED, we are committed to delivering the highest standards of service to our clients. We value customer feedback—both positive and negative—as a vital tool in helping us improve and evolve our services. If you are unhappy with any aspect of our service, we encourage you to raise your concerns so we can address them promptly, professionally, and fairly.

This document outlines how to make a complaint, what you can expect from us during the complaint process, and how to escalate a complaint if it remains unresolved.

1. How to Make a Complaint

We aim to make our complaints process accessible and straightforward. You can contact us in the following ways:

  • By Phone: 0151 314 7606
  • By Email: asghar@gvsutilities.co.uk
  • By Post: GVS UTILITIES LIMITED Level One, Basecamp Liverpool 49, Jamaica street Liverpool, United Kingdom, L1 0AH
  • Website: www.gvsutilities.co.uk

This complaints procedure is publicly available on our website www.gvsutilities.co.uk  and can also be provided free of charge by email upon request.

2. Information to Include

To help us resolve your complaint efficiently, please include the following information:

  • Your full name, address, and preferred contact method
  • A detailed description of your complaint, including any relevant dates, names, or services involved
  • Supporting documents such as invoices, emails, or photos (if applicable)
  • Details of what you would consider a satisfactory resolution

3. Complaint Handling Stages

Stage 1: Acknowledgement

We will acknowledge your complaint in writing within two (2) working days of receiving it. This may be via email or letter depending on your preferred communication method.

Stage 2: Investigation

We will assign your complaint to a dedicated complaints handler. The handler will carry out an impartial and thorough investigation, reviewing all relevant documentation, correspondence, and (if necessary) interviewing staff involved in the issue.

Stage 3: Response and Resolution

We aim to issue a full written response within ten (10) working days of acknowledging your complaint. If the matter is complex and requires more time, we will keep you informed and provide an updated timeframe.

Where we find the complaint justified, we will take appropriate action which may include:

  • A formal apology
  • A goodwill gesture
  • Compensation
  • Corrective measures to prevent recurrence

4. Record Keeping

We maintain a detailed and confidential record of all complaints received. This includes:

  • Date the complaint was received
  • Complainant's details
  • Description of the complaint
  • All communications relating to the complaint
  • Outcome and resolution details
  • Any follow-up actions taken

These records help us monitor trends and improve our service continuously.

5. Our Commitment to You

  • You will be treated with respect, courtesy, and professionalism at all times.
  • Your complaint will be handled fairly, transparently, and without prejudice.
  • We aim to resolve all complaints at the earliest possible stage.
  • You can make a complaint and progress it by phone, email, post..
  • We are committed to using complaints as an opportunity for continuous improvement.

6. Escalating a Complaint to the Energy Ombudsman

If you are not satisfied with our final response or we have not resolved your complaint within eight (8) weeks, you have the right to escalate the matter to the Energy Ombudsman. This is a free, independent, and impartial dispute resolution service for consumers.

You can contact the Energy Ombudsman using the following details:

·       Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF

·       Phone: 0330 440 1624

·       Email: enquiry@energyombudsman.org

·       Website: www.energyombudsman.org


We will let you know in writing when your complaint is eligible for referral to the Ombudsman and how to proceed.

7. Review and Continuous Improvement

We regularly review our complaint handling procedure to ensure it remains effective, fair, and in line with industry best practice. Feedback from complaints helps us identify service gaps, train staff, and implement changes that benefit all customers.

For further information or to request a copy of this procedure in an alternative format, please contact us using the details provided above.
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