Legal Notice

At One Source Utility Ltd, we are committed to providing high-quality service and support. However, we understand that sometimes things may not go as expected. If you are unhappy with any part of our service, we want to hear from you so we can put things right and improve.

Step 1: Raise Your Concern

You can raise your complaint through the following mail: Help@onesourceutility.co.uk

Please include as much detail as possible, including:

Your full name and contact details

 Your business name (if applicable)

 A description of the issue

 Any relevant reference numbers or documentation

We will acknowledge your complaint within 5 working days of receiving it. This acknowledgement will confirm that we are investigating the matter and will provide you with a reference number for tracking.

Step 3: Investigation

Your complaint will be thoroughly investigated by a member of our team who was not directly involved in the issue. We aim to resolve all complaints within 10 working days, but if it takes longer, we will keep you informed with regular updates.

Step 4: Resolution

Once our investigation is complete, we will contact you with:

A summary of our findings

Any actions we have taken or will take

 A proposed resolution or explanation

 If you are satisfied, the case will be closed. If not, you can escalate it to management.

Step 5: Escalation (If Required)

If you're unhappy with the outcome, you can request that the complaint be reviewed by a senior manager. Please reply to your complaint reference number stating you would like it escalated

Step 6: External Review

If you still feel the issue has not been resolved fairly, you may contact an independent dispute resolution service (such as the Energy Ombudsman , depending on the service in question). We will provide details upon request.

We are  Here to Help

We take all complaints seriously and appreciate the opportunity to put things right. Your feedback helps us improve our service.