Complaints Process

We’re committed to quality, and we have a structured complaints process to ensure all customers are treated fairly, with courtesy and respect.

Our complaints policy can be accessed here, or you can request a free copy by email or post.

Step 1 – Querying your contract

If you feel that any of the information that we have submitted to a supplier on your behalf is inaccurate or feel that you did not agree to any aspect of the agreement, we ask that you contact the person who advised you in the first instance. This is so you can speak with the person who best understands your supplies and have an audit trail of communications to hand. We will do our utmost to resolve your query right away.

Step 2 – Raising a complaint

If you are not happy with the handling of your query and would like to escalate to the next stage, please email info@taurusutilityconsultants.co.uk stating:

• Your name.
• Your business name.
• Your address (the address of the premises that the contract has been arranged for).
• The nature of your query.
• The best number to contact you on and the best time to speak with you.

Alternatively, you can call us on 01914772244 to request a callback from a Complaints Manager. They will respond to your request within 2 working days and take further details of your enquiry.

Or you can write to us at: The Taurus Corporation Ltd, 21 Hartlea Avenue, Darlington. DL13 NE

All details of your complaint will be recorded, including the date it was received and when you were updated.

Investigating your complaint

Upon receipt of your escalated complaint, the complaint manager will complete a full audit of communications between you and the advisor in question. This includes, but is not limited to, emails, telephone conversations, letters, and voicemails. An initial response should be provided within 5 working days of the complaint being raised, and we will keep you regularly updated on progress.

Resolving your complaint

If your complaint is upheld, the line manager will inform you both verbally and in writing. They will apologise for any errors made and highlight any further action to be taken to prevent further occurrences. We’ll explain what went wrong and what we are doing to fix it. This may include a gesture of goodwill or compensation.

If your complaint is not upheld, we will explain why and provide the evidence we have gathered to support this decision. The outcome of our investigation will be provided to you both verbally and in writing.

Step 3 – Independent help & advice

Ombudsman Services – Energy – effective from 1st December 2022

If your complaint has not been resolved within 8 weeks or we are unable to reach a mutually agreeable resolution, you will be able to raise a dispute with Ombudsman Services from 1st December 2022.

Ombudsman Services provides an independent and impartial Alternative Dispute Resolution service that is free for you to use.

You may contact the Ombudsman in any of the following ways:
Website: www.ombudsman-services.org
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

If you are not satisfied that your complaint has been resolved, you can raise it directly with the supplier concerned, informing them that you have attempted to resolve it with us in the first instance.

Useful links:

Making a complaint about your energy supplier or network operator | Ofgem
Can I Complain to Ombudsman Services? | Ombudsman Services