Complaints
We take every complaint seriously.
If something hasn't met your expectations, we want to know. Here's how we handle it.
Our complaints procedure
Crystal Utilities is committed to handling complaints fairly, transparently and quickly. Our process is designed to put things right at the earliest possible stage.
- 1
Day 0 — Acknowledgement
We'll acknowledge your complaint in writing within one working day of receiving it.
- 2
Day 1–5 — Investigation
A dedicated complaints handler will review your case, gather evidence and contact the relevant supplier where required.
- 3
Day 5–8 — Resolution proposal
We aim to provide a written response with a proposed resolution within 8 working days.
- 4
Day 8+ — Escalation
If you're not satisfied, your complaint will be escalated to senior management for a final review.
Independent escalation
If your complaint cannot be resolved internally within 8 weeks, you may be entitled to refer it to an independent alternative dispute resolution (ADR) provider relevant to the service in question (e.g. Ombudsman Services: Energy or the Communications Ombudsman). We will provide you with the appropriate referral details in our final response.
Raise a complaint
Submit the details below and a complaints handler will acknowledge within one working day.
FAQ
Frequently Asked Questions
We accept complaints at any time, though raising them promptly helps us investigate effectively.
No. Your supply or service will not be impacted by raising a concern with us.
Yes, with your written authority we'll deal with a nominated representative.