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Our complaint’s procedure is designed and intended to deal with any issues that may arise in a timely and professional manner. We realise and understand the value of satisfied clients we aim to make sure our level of service is never questioned. Main aim is to resolve any dissatisfaction of our client.

Step One

You can make a complaint in writing, by email or by telephone as soon as you feel necessary. If you are writing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address & meter numbers in question.

· In writing: Rear of 37, Green Street, London, E7 8DA

· By Telephone: 02081338940

· By Email: contactus@zautilities.co.uk

(Please include ‘Complaint’ in the title of your email)

Step Two

We will provide a substantive response to your complaint, outlining what we have done in response, and any outstanding actions and related timescales, within 14 working days of receiving it. Our objective is then to ensure you are kept fully updated as we work to resolve your complaint very sincerely and closely as we take this sort of matters as most important. We will try to work on your complaint as efficiently & professionally as possible.

Step Three

If you are not satisfied with our response to your complaint, you can request an internal review by a senior complaint handler, when sending such a request, please state the reason for your dissatisfaction and include your full site address, meter serial

numbers in your correspondence. You can contact us at contactus@zautilities.co.uk or in writing addressed to:

Complaints Manager

Z A UTILITIES LIMITED

REAR OF 37

GREEN STREET

LONDON

E7 8DA

Step Four

If matters still cannot be resolved you can contact the Citizens Advice Bureau (CAB). The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues from contract issues to making a complaint or advice if you’re struggling to afford your bills.

Visit the ‘Know Your Rights’ publication for more information: https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/know-your-rights-in-the-energy-market/

You can consult the Citizens Advice Bureau at any stage in the complaints process.

Contact the Citizens Advice consumer service on 03454 04 05 06 or visit www.citizensadvice.org.uk

Step Five

If you still remain unsatisfied with the response to your complaint, and we have informed you that we can take no further action along with FINAL DECISION LETTER from our end, or 8 weeks or more has passed since you originally told us about your complaint, you have the right to contact the Ombudsman Services which is FREE

OF COST. The complaint should cover all communications with consumers.

The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. Their final decision is binding on the energy supplier, not the customer.

The Energy Ombudsman can be contacted as follows:

· Post: PO Box 966, Warrington WA4 9DF

· Telephone: 0330 440 1624

· Fax: 0330 440 1625

· Website: www.ombudsman-services.org

· Email: enquiry@ombudsman-services.org