Someone (you or the client) must have tried to sort the problem out with the energy or water company directly and given the company a reasonable opportunity to address it.
If there’s been no contact with the company, we may refer you back to its call centre. Before we do that, we’ll discuss the issue with you and help you with what to say.
If the first contact with the company didn't resolve the problem, we'll refer the complaint to one of the company’s higher level contacts. We’ll tell them what you’ve told us and they’ll ring you, or your client, within three business days. It might take them longer than that to resolve the issue, but at least they’ll be in contact with you. They have longer to make contact if you or your client can't be reached by phone easily.
You can read about how we handle complaints here.