Itility Complaints Code of Practice
Itility are committed to continuously improving our service and getting it right first time for all our customers but sometimes things do go wrong and if that happens, we want to make it as easy as possible for you to let us know so we can start to put it right. Our complaints policy sets out how to contact us and lets you know how we will resolve your complaint.
How to contact Itility:
Telephone: 0161 711 0777
Post: Elizabeth House, Victoria Street, Manchester, M11 2NX
When you contact us please provide:
- Your name and customer reference number
- As much information as possible about the nature of your complaint
- The best contact number and email address for you
What you can expect when you have notified Itility of your complaint:
We will contact you within 2 working days of receiving your complaint to confirm we have received it. We aim to resolve all complaints within 14 days, depending on the nature of your complaint and we will keep you updated during our investigation process.
What can you do if we are unable to resolve your complaint to your satisfaction?
We hope to resolve all complaints to your satisfaction first time. If, however, after we have issued our formal resolution of your complaint you remain unhappy, you may request that a Company Director review your complaint and our decision.
In addition to this, if you are a consumer or a Small Business (defined as a business employing 10 or less staff members) and we have failed to deal with your complaint to your satisfaction within eight weeks, or we have reached a deadlock and there is nothing more we can do to resolve your complaint, you may refer the complaint to the Ombudsman Services.
Itility is a member of the approved dispute resolution scheme with Ombudsman Services which provides a free independent service. If we have failed to resolve the dispute within eight weeks you may request a deadlock letter from Itility which you must send to the Ombudsman within 12 months of receiving the deadlock letter. The Ombudsman Services can be found at https://www.ombudsman-services.org/
If you are a consumer and you have purchased your service online, you can pass the complaint to an alternative online dispute resolution scheme which can be found at https://ec.europa.eu/odr
Itility is a member of ISPA (the Internet Services Providers Association), which represents companies providing internet services to consumers and Small Businesses. Being a member of ISPA, Itility will comply with the ISPA Code of Practice. Details can be found at https://www.ispa.org.uk/about-us/ispa-code-of-practice/. If Itility is unable to resolve a complaint to your satisfaction and you are a consumer or Small Business receiving internet services, you may also escalate the complaint to ISPA here https://www.ispa.org.uk/consumers/complaints/.