Complaint Handling Procedure
At BizNet Utilities, we are committed to delivering outstanding service to all our clients. However, we understand that sometimes things might not go as expected. To ensure your concerns are dealt with promptly and fairly, we have put the following complaints procedure in place.
How to Make a Complaint
Step 1: Contact Us
If you have a concern or complaint, please get in touch with us first — we are here to put things right quickly.
You can reach us via:
Phone: Call us on +441217512669.
Our lines are open Monday to Friday, from 9:00 AM to 5:00 PM.
Email: Send your complaint to info@biznetutilities.co.uk.
Please include your name, contact details, and a full description of your issue.
Step 2: Acknowledgement
Once we receive your complaint, we will acknowledge it within 5 working days. Our acknowledgement will include:
Confirmation that we have received your complaint.
The name of the person assigned to handle your case.
An estimated timeline for our full response.
Step 3: Investigation
We will carry out a detailed and impartial investigation, which may involve:
Reviewing your case history, documents, and any related communication.
Speaking to any members of our team involved.
Considering any further information you provide to support your complaint.
Step 4: Resolution
We aim to resolve most complaints within 15 working days of receiving them.
If your case is more complex and needs additional time, we will keep you updated on progress and let you know the revised timeframe.
After the investigation, we will get back to you with:
A clear explanation of our findings.
An apology, if appropriate.
Information on any corrective steps or compensation, where necessary.
Step 5: Escalation
If you are not satisfied with our response, you may escalate the complaint by contacting our management team at info@biznetutilities.co.uk.
Please explain why you are dissatisfied and what further action you would like us to consider.
Step 6: Final Response
We will issue a final response within 5 working days of receiving your escalation.
Our final response will include:
A summary of your complaint.
A review of the steps we have taken.
Our final decision and details of any additional actions, if applicable.
Keeping You Updated
We will maintain regular communication with you throughout the entire complaints process to ensure you are informed at every stage.
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