Utilities Complaints Procedure

If something goes wrong

  1. Let us know

If something isn’t right, please give us a chance to correct things for you. Give us a call or send us an email to Connect@complete-ict.net and we’ll do everything we can to fix things as quickly as possible.

Give us a call on 01782 346 493. We’re here Monday to Friday 9am – 5:30pm

Alternatively, if you are a business customer, please contact email enquiries@complete-ict.net

If we find that we’ve made a mistake, we’ll hold our hands up, say sorry, take action to put things right, and give you a full explanation.

  1. Customer Care Team

If the issue hasn’t been resolved or you’re not happy with the solution and wish to raise a formal complaint, give us a call on 01782 346 493, we’re here Monday to Friday 9am – 5:30pm, or if you are a business, email enquiries@complete-ict.net and we’ll assign one of our expert investigators to work with you to reach a resolution. A formal complaint can be made at any stage of contacting us.

  1. Internal Review

If you’re not happy with the response or progress of action agreed by your complaint handler you can ask to have your complaint escalated to one of our case managers.

  1. Independent Help

It’s rare for problems to get to this stage, but if we’re not able to sort things out to your satisfaction within our internal process, then there are a number of different bodies you can go to for independent help depending on where you live:

England and Wales

Citizens Advice is the official source of free and independent energy advice and support in England and Wales. Citizens Advice Consumer Service is a government-funded telephone and online service offering information and advice on consumer issues. Go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133 (England) and 0808 223 1144 (Wales).

Scotland

Advice Direct Scotland is the official source of free and independent energy advice and support in Scotland. Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660.

Northern Ireland

Consumer Council is the official source of free and independent energy advice and support in Norther Ireland. Go to consumercouncil.org.uk the Consumer Council on 0800 121 6022.

The Energy Supply Ombudsman is an independent body that adjudicates between customers and energy companies if your complaint is unresolved after eight weeks, or if you’ve been unable to reach a resolution with us and have been issued with the relevant signposting letter.

  1. Final Review

If you remain unhappy with the resolution we have offered then ask for your case to be escalated for a final review and if we feel we have done all we can we will issue you with the appropriate sign posting letter that will allow you to take your case to the energy Ombudsman.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF Phone: 0330 440 1624 Email: enquiry@ombudsman-services.org

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Many thanks to Complete ICT for sorting out my new mobile phone. As my current phone was no longer fit for purpose with all the home working and office VOIP phones going to my mobile app and sucking the battery, I reached out to them to get me quotes for a new phone.

Being a bit of a technophobe, I gave a quick brief that it had to be an iPhone, not silly money, and with reception in my house. What I love about how they dealt with it is that they didn’t bore me with tech details.

They just sent me the quote for the iPhone, that was a reasonable price and with another network that had reception in my home. Simple. Paperwork was simple enough and delivery of the phone went smoothly too. I thoroughly recommend Complete ICT for any mobile phone needs.

“After asking a contact who to approach for our new mobile phones here at Absolute CNC Ltd, Complete ICT were recommended to us.

We only have a few handsets so were concerned that our small order would not be of interest to them, this proved to be not the case and we received a great personal service.

My wife is not very tech savvy, so to take a trip over to their offices for them to set up the phones was a great bonus for us.

Many thanks to the team for the service and not forgetting the nice, microwaved coffee you did for us!!”

“Our account is managed personally, daily and with attention to detail on every request through out contract. It shows that they are concerned with true customer service at all times not like previous companies that only concern themselves with service at the start of the contract.”

“To anyone trying to manage a mobile phone estate. Whether it’s running smoothly or out of control you need to look up Complete ICT.

Dealing with any of the networks’ Customer Services Teams can at times be a frustrating experience. Complete ICT cut through the call centre barrier. They know how to talk to these people, they know the tricks of the tread and importantly they know how to make them work for you, rather than against you.  They know the platforms, they know the reports, enabling them to provide meaningful accurate information that can be acted upon confidence. Information that will save us an estimated £230,000 throughout the contract duration.”