U Energy (Yorkshire) Ltd
At U Energy, we are committed to delivering outstanding service and innovative energy solutions. We value all customer feedback—positive or critical—as it helps us continually improve. While we strive to meet the highest standards, we recognise that issues can arise. In such cases, our team is dedicated to resolving concerns efficiently and professionally. If an informal resolution isn’t possible, we have a clear formal complaints procedure in place to ensure your concerns are addressed appropriately.
Formal Feedback and Complaints Process
If you have suggestions, feedback, or would like to raise a formal complaint, click here to fill out the feedback form and email or post it to the address below:
Alternatively you may directly call our office on the number below.
Email: enquiries@uenergy.co.uk
Post: Greenfield House, 31st East Street, Huddersfield, HD3 3ND
Telephone: 01484 466241
Our Complaints Procedure
Objective:
To handle all customer complaints promptly, fairly, and professionally—ensuring issues are resolved and future occurrences are prevented.
Scope:
This policy applies to all interactions with current or prospective U Energy customers.
Procedure:
Complaint Submission:
When a complaint is received, our team will document the issue using our internal Complaint Form and log it in our Customer Complaint Record for tracking and resolution.
Response Timeline:
We aim to respond to all complaints in line with industry best practices and RECC (Renewable Energy Consumer Code) standards, especially for domestic clients.
Investigation Process:
- The assigned team member will review the complaint and provide a written response within 7 working days.
- If the issue relates to a system fault, an inspection will be scheduled within 7 days—or within 24 hours if heating or hot water is affected.
- We will work closely with you to reach a prompt and fair resolution.
Communication & Escalation:
- You will be kept informed of any delays or changes in the agreed resolution timeline.
- If we are unable to resolve a domestic complaint internally, we will refer you to the RECC administrator.
- If the issue relates to a technical installation, we will direct you to our MCS certification body.
- If the matter falls within RECC’s remit, we will guide you to RECC’s dispute resolution process, detailed on their How to Complain page.
Documentation & Review
We fully cooperate with MCS and RECC in resolving any escalated complaints.
All complaint details and outcomes will be logged in our Customer Complaint Record.
Any corrective or preventive actions taken will be documented and reviewed internally.
Complaints are reviewed regularly during internal meetings to ensure continuous improvement.
We hope you will be fully satisfied with your installation and have no need for complaints; however, should any issues arise, our team is here to help and committed to resolving them as quickly as possible.