Clear guidance on raising a concern, our complaints process, and answers to common questions across all four services.
We take complaints seriously and aim to resolve them fairly, promptly, and transparently.
Download complaints procedure (PDF)Or read online via our complaints procedure page.
United Fusion is committed to treating every complaint with respect and urgency. Whether your concern relates to Energy & Water, customer support, live chat, or marketing, we will investigate thoroughly and keep you informed throughout.
Contact us by email or phone with a clear description of your concern, your account or company details, and what outcome you are seeking.
We will acknowledge your complaint within five working days and assign it to a named contact who will manage your case through to resolution.
Straightforward complaints are typically resolved within 10 working days. More complex cases — for example, multi-site utility contracts or disputed service levels — may take up to eight weeks while we gather information from suppliers, agents, or third parties.
When we uphold or partially uphold a complaint, we will provide a clear apology where appropriate, explain what went wrong, set out corrective steps, and offer fair compensation where it is warranted.
If your complaint about our Energy & Water service is not resolved to your satisfaction within eight weeks, you may refer the matter to the Energy Ombudsman for independent adjudication. We will provide the details you need to do so.
Quick answers across Energy & Water, customer support, live chat, and marketing.
Email info@unitedfusion.co.uk or call +44 7737 143482 with your company name, account details, and a description of the issue. We will acknowledge within five working days.
Contact your account manager or email info@unitedfusion.co.uk. We review call recordings and QA scorecards as part of every investigation and will agree corrective action with you.
Send us the date, time, and chat transcript reference if available. We compare against your agreed SLAs and report findings within our complaints timeframe.
Yes — if you believe a campaign was not run in line with agreed scope or UK PECR/GDPR requirements, contact us with details. We will pause activity if needed while we investigate.
Simple complaints are usually resolved within 10 working days. Complex cases may take up to eight weeks. We will keep you updated throughout.
A PDF copy is available from this page or at unitedfusion.co.uk/legal/complaints-procedure.