How to reach us
If you’d like to raise a concern, you can contact our Customer Service team at:
complaints@aurora-utilities.co.uk
We’ll always aim to put things right as quickly as we can. To make sure every concern is handled properly, we follow a clear four-step approach:
Step 1: We’ll look into your concern
Our Customer Service team will review your concern and aim to resolve it straight away where possible.
If we need a little more information, we may get in touch to talk things through. At this stage, we may ask for your phone number, email and postal address.
We’ll respond within 10 working days.
Step 2: Further review by our Head of Network Operations
If we’re not able to resolve things at the first stage, your case will be reviewed by our Head of Network Operations.
They will carry out a more detailed investigation and aim to resolve the issue within 5 working days.
Where appropriate, we’ll provide a clear explanation, an apology, and take any action needed to put things right.
If we don’t respond within this timeframe, you may be entitled to compensation under Ofgem’s Guaranteed Standards of Service.
You can find full details on the Ofgem website: www.ofgem.gov.uk.
Step 3: Final review by our Chief Operating Officer
If you’re still not satisfied, your concern will be reviewed by our Chief Operating Officer.
They will make a final decision within 5 working days, and we’ll confirm the outcome by phone or in writing.
Step 4: Independent review by the Energy Ombudsman
If we’ve been unable to resolve your concern, you have the right to contact the Energy Ombudsman.
They offer a free and independent service to help resolve disputes between energy companies and their customers. They will review your case before making a final decision.
Contact details:
Write to: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Telephone: 0330 440 1624