We never like to hear that a customer is dissatisfied with our service, but as with all forms of business, sometimes things can go wrong. We know that we are not perfect and won't keep all of our customers happy all of the time, despite how hard we try. With this in mind, we have a complaints procedure for you to follow to speed up the way you can get your issues heard and resolved.
Utility Refund & Reduction Ltd strives for the highest standards of customer service, however we recognise that issues will arise from time to time. We will always act in accordance with our written instruction, signed Terms & Conditions and information provided by our customers. Amendments made assume correct GAAP has been utilised within our customers accounting procedures.
Should you wish to make a complaint please contact our Complaints Department in writing at Brooklyn, The Barn, Forest Road, Warfield, Berkshire RG42 6AJ.
We will acknowledge a complaint in writing within 2 working days of receipt, outlining our understanding of the complaint and requesting confirmation that this is correct.
Please note any complaint relating to VAT apportionment must be accompanied by a written explanation from the customers’ accountant explaining the current utility VAT apportionment adopted by the accountancy practice.
We will carry out a balanced and objective investigation without any pre-conceptions aimed at simply identifying the facts of the case.
If the investigation has not been concluded within 2 weeks from the date of the complaint being received, we will advise you of the position and the reasons for the delay.
Complaints Procedure
Please note we expect that courtesy and understanding is offered to our staff when making a complaint. If we have got it wrong we will put things right as quickly as we can.
Aggression, poor language or threats will not be tolerated and will result in your complaint being hindered. Please treat us as you wish to be treated.
We're Sorry
Brooklyn, The Barn, Forest Rd, Bracknell, Berks, RG42 6AJ
