TUCOE (The Utility Centre of Excellence) is committed to providing a quality, transparent service, working in an open and accountable way to ensure that we build and maintain the respect and trust of our valued suppliers, partner’s customers and staff complaints process.
We continually review our systems, policies and procedures across all areas to help to enable us to consistently improve our service and offerings. One of the ways we make this possible is by listening and responding to the views of our Suppliers, partners, customers and staff.
We firmly believe that putting mistakes right and responding positively to complaints is a vital part of our growth and development as a company, and so at TUCOE (The Utility Centre of Excellence) we take complaints very seriously.
Your complaint and any feedback will be used as a tool for improving our services, educating and providing further training to staff and will influence the annual review of TUCOE’s complaints policies and procedures.
We recognise that many concerns or complaints about TUCOE will be raised informally and dealt with quickly, often immediately.
In most cases, an informal approach is wholly appropriate for managing and dealing with informal complaints, with all parties satisfied with the outcomes. However, if concerns cannot be resolved in an informal manner, we will refer all complaints to TUCOE Ltd formal complaints procedure.
Definition: TUCOE Ltd defines a complaint as ‘any expression of dissatisfaction with TUCOE, with a member of staff, or with any of our suppliers / partners that requires a formal response’.
Purpose: TUCOE Ltd formal complaints procedure is intended to ensure that all complaints are satisfactorily resolved and handled in a manner that is fair, consistent and transparent.
Confidentiality: Every effort will be made to ensure that complaints received by TUCOE Ltd remain confidential. In the exceptional circumstances where this may not be possible, the situation will be fully outlined to the complainant. This will depend entirely on the nature of the complaint and each complaint will therefore be judged on an individual basis.
Below is our complaints procedure:
Please send an email to [email protected] with as much detail in relation to your dissatisfaction, including the outcome you are seeking. Please let us know your preferred method of future contact, and details.
A member of our resolution team will then review your case as well as any available evidence. We aim to respond to you within five working days, including our proposed resolution. Note we may need to liaise with energy suppliers, independent brokerages, or internally to address your concerns, so complex complaints may take longer to investigate.
Our resolution team will generally be able to either resolve your complaint or advise of our position following a review of your written concern. If you are unhappy with the proposed resolution you can then escalate your case to TUCOE’s Managing Director by emailing [email protected] providing the complaints reference number that was given to you by the resolution team in their written response.
Alternatively you can write to us :
FAO Managing Director
Unit 4 – Metropolitan Business Park
Our Managing Director will review your case and provide you with a response which sets out our final position and any resolution available.