Complaints Handling

We are committed to resolving complaints, grievances, and concerns in our community. The Galaxy Region Utilities encourages all individuals to address grievances, complaints or concerns relating to Galaxy Region Utilities policies and/or consumer protection issues first with personnel to whom the complaint is directed.

Stage 1

Should something go wrong, or you are unsatisfied with the service you have received, please get in touch with us at the earliest, so we can look to put things right as quick as possible.

Stage 2

If you remain dissatisfied with the resolution initially provided, you can escalate your concerns to a Resolution Handler.

Stage 3

If the Resolution Handler is unable to resolve your complaint, you have the option to escalate your concerns to the final stage of our complaint process, a Senior Escalated Resolution Handler.

At each of the above three stages, we will endeavour to resolve your concerns within 5 working days.

customercare@galaxy-region.co.uk