Complaint Handling Procedure

If the service provided by Helios Utilities does not meet your expectations, or if we make an error, we want to be informed. We will investigate any issues and aim to rectify them promptly, wherever possible.

Step 1: Contact Us Let us know about the problem using one of the contact methods below. Please provide as much information as possible to help us resolve the complaint, along with how you would prefer to be contacted in the future.

• Call us: 020 4628 5727
• Email us: info@heliosutilities.co.uk
• Online: Open a chat window or submit a form on our website stating your issue.]

Step 2: Review and Respond If we are unable to resolve the query straight away, we aim to take no longer than 7 working days to review and respond. We are always looking to improve our services and take any dissatisfaction very seriously. A resolution may be offered in the form of an apology, an explanation, action to correct the problem, or a financial award.

Step 3: Internal Review After we have responded, if you are not satisfied that we’ve resolved the complaint, or you’re not happy with how we handled things, please let us know. We will carry out an internal review of your case within 3 working days. We’ll investigate how we’ve handled the complaint and send our final resolution. In some cases, we may not be able to offer the resolution requested if a contract is already live with an Energy, Water, or Telecoms Supplier, but we will always advise you if this is the case and explain the next steps.

Step 4: The Energy Ombudsman Hopefully, it doesn’t come to this step and we have resolved your complaint to your satisfaction. However, if we haven’t been able to agree on a resolution (placing the complaint into deadlock), or if the complaint is not resolved within eight weeks, as a micro-business you can contact the Energy Ombudsman. This is an impartial and free service for you to use.

• Phone: 0330 440 1624
• Email: enquiry@ombudsman-services.org
• Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

For independent advice, the Citizens Advice Service can also be contacted on the consumer helpline: 0808 223 1133.

Helios Utilities is a member of the Energy Ombudsman. Our Reference Number: C35HELI01