Complaints Procedure
At Youty, customer satisfaction is a top priority. We are committed to delivering high-quality service and value feedback from our customers. If you believe our service has fallen short of your expectations, we encourage you to contact us so we can address the issue and improve our service.
How to Make a Complaint:
Please contact us with details of your concern, including what went wrong and what outcome you are seeking.
Once we receive your complaint, we will confirm receipt within five working days and begin investigating the matter. Our team will work with you to resolve the issue as efficiently as possible.
We will keep you informed throughout the process and explain the actions taken to resolve your complaint. Our goal is to complete most complaints within 15 working days; however, more complex cases may take up to eight weeks.
Contact Details:
You can raise a complaint using any of the following methods:
Email: info@youty.co.uk
Telephone: 020 8050 8424
Post: 47 Hillary Close, Essex, CM1 7RP
If you contact us by phone or post, please provide an email address so we can send updates. You will receive a unique complaint reference number, which should be included in all future correspondence relating to your complaint.
If You Are Unhappy With the Outcome:
If you are not satisfied with the response provided, you may request a further review by our Operations Manager through the Customer Care Team.
Following escalation, the Operations Manager will assess the investigation and respond within five working days to either confirm the final decision or advise if additional investigation is required. If further review is needed, we will provide our findings within 10 working days.
External Resolution Options:
Youty is a member of an Alternative Dispute Resolution (ADR) Scheme, which allows eligible micro-business customers to escalate unresolved complaints to the Energy Ombudsman once the complaint process has concluded.
We are required to issue a final response within eight weeks of receiving your complaint. You may contact the Energy Ombudsman if:
- We have exceeded 8 weeks without reaching a resolution, or
- You have received our final written decision (a “Deadlock” letter)
Complaints must be referred to the Ombudsman within one year of being raised with us.
Energy Ombudsman
Energy Ombudsman is impartial and free to use. They can be contacted in the following way:
Name: Energy Ombudsman
Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Telephone: 0330 440 1624
Address: Ombudsman Services Energy, PO Box 966, Warrington, WA4 9DF
Additional Support
If you are seeking independent advice, you may also contact: