At Rite Utilities, we are committed to delivering exceptional service and are continually seeking ways to improve. We treat all customer complaints with courtesy and respect, ensuring each concern receives our full attention. We aim to keep you informed throughout the process and are dedicated to resolving issues as efficiently as possible.

We strive to acknowledge your complaint within 5 working days and aim to resolve it within 8 weeks from the date it is raised.

All complaints are logged and assigned a unique reference number, which you can use when communicating with us.

Step 1: Contact Us
Please email us at [email protected] with a description of the issue and how you would like us to resolve it. Depending on the nature of your complaint, you may also contact us by telephone or post.

Step 2: Resolution Process
Our team will review your complaint and work with you to resolve the matter as quickly as possible.

Step 3: Outcome and Closure
We will confirm the steps we have taken to address your concerns and inform you when the matter is considered resolved.

If you remain dissatisfied with the outcome or if we are unable to resolve your complaint within 8 weeks, you have the right to escalate the matter.

You might be able to escalate your complaint to the Energy Ombudsman. You might be able to use their service if we are unable to resolve your complaint within 8 weeks from the date your complaint was raised or are unhappy with our final response to your complaint (i.e., you have received a ‘deadlock’ letter). Their service is free and impartial for you to use; you can contact them by visiting their website: www.energyombudsman.org, and contacting them by phone, email, and post. Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday 9am to 1pm) Email: [email protected]