- Our Aim at MGM Utility Broker Ltd is committed to providing a quality service and working
in an open and accountable way that builds trust and respect. One of the ways in
which we can continue to improve our service is by listening and responding to the
views of our clients and stakeholders, and by responding positively to
complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback, and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service
which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology
where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review
annually our complaints policy and procedures
We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the
complaint has been referred
This policy ensures that we welcome compliments and provide guidelines for dealing
with complaints from members of the public about our services, facilities, staff and
volunteers.
2. Definitions
A compliment is an expression of satisfaction about the standard of service we
provide. Date policy adopted 11th Aug 2022 Date policy last adopted 11th Aug 2022
A complaint is defined as any expression of dissatisfaction.
This would include complaints expressed face to face, via a phone call, in writing, via
email or any other method. All staff should have sufficient knowledge to be able to
identify an “expression of dissatisfaction” even when the word “complains” or
“complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer.
All compliments are recorded, acknowledged, and a copy is sent to the relevant
service manager to provide feedback to the member of staff or service.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are
handled fairly, consistently, and wherever possible resolved to the complainant’s
satisfaction.
5. Responsibilities
MGM Utility Broker Ltd responsibility will be to:
• acknowledge the formal complaint in writing.
• respond within a stated period of time.
• deal reasonably and sensitively with the complaint; and
• act where appropriate.
A complainant’s responsibility is to:
• bring their complaint, in writing, to MGM Utility Broker Ltd attention
within 8 weeks of the issue arising.
• raise concerns promptly and directly with a member of staff in MGM Utility Broker Ltd
• explain the problem as clearly and as fully as possible, including any action
taken to date.
• Allow MGM Utility Broker Ltd a reasonable time to deal with the matter,
and
• recognise that some circumstances may be beyond MGM Utility Broker Ltd control.
Date policy adopted: 11th August 2022: Date policy last reviewed: 11th August 2022
6. Confidentiality:
Except in exceptional circumstances, every attempt will be made to ensure that both
the complainant and MGM Utility Broker Ltd maintain confidentiality. However
the circumstances giving rise to the complaint may be such that it may not be
possible to maintain confidentiality (with each complaint judged on its own facts).
Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure:
Written records must be made by MGM Utility Broker Ltd at each stage of the
procedure.
Stage 1
In the first instance, staff member(s) must establish the seriousness of the complaint.
An informal approach is appropriate when it can be achieved. But if concerns cannot
be satisfactorily resolved informally, then the formal complaints procedure should be
followed.
Stage 2
If the complaint cannot be resolved informally, the member of the public should be
advised that a formal complaint may be made, and the following procedure should be
explained to them. It may sometimes be appropriate for a different member of staff,
preferably a member of the Management Team, to make this explanation.
a) A formal complaint can be made either verbally or in writing. If in writing the
attached form should be used. If verbally, a statement should be taken by a
member of the Management Team, staff member or a supervisor.
b) In all cases, the complaint must be passed on to Customer Services Team. In the
event of a complaint about the Customer Service Team the complaint should be
passed to the Leadership Team, and if the complaint is about the
Leadership team this must be passed on to the Owner.
c) The Customer Service team or Leadership team, depending on the
nature of the complaint, must acknowledge the complaint in writing within one
week of receiving it.
d) One of the above will investigate the complaint. Any conclusions reached
should be discussed with the staff member involved and their Line Manager.
e) The person making the complaint will receive a response based on the
investigation within four weeks of the complaint being received. If this is not
possible then a letter must be sent explaining why.
(f) The Deadlock letter will conclude after 8 weeks before escalating to the Ombudsman
Stage 3
[Date policy adopted: [Date policy last 11th August 2022 reviewed: 15th June 2026
- If the complainant is not satisfied with the above decision, then the owner will review.
b) The sub-group will examine the complaint and may wish to carry out further
interviews, examine files / notes. They will respond within four weeks in
writing. Their decision will be final.
[Date policy adopted: 15th June 2026 Date policy last reviewed: 15th June 2026
All complaints should be sent to mgmutilitybroker@gmail.com, registered office at 6 Ryeland Pitmedden Ellon AB41 7GD 07703100169
The Ombusman will be totally impartial in any decision made.
• Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
• Energy Ombudsman is impartial and free to use
• Energy Ombudsman can be contacted in the following way:
• Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624
• Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF