Usually within 4-8 hours (Monday to Friday 9am – 5.30pm)
Sometimes we do, but not always.
We have helped tens of thousands of customers over the last 10 years.
You will receive a welcome letter from us highlighting the deal agreed and then the supplier usually follows with their own welcome pack.
If we receive an objection from your current supplier it could mean that they think you are still in contract. Our objections team will contact you and help resolve the objection.
This allows us to act on your behalf by talking to your current supplier and checking that everything is in place for the changeover.
One of the team will call you and discuss what options are appropriate; to stay with your current supplier or move to a new supplier.
We have been trading longer than most; the management team have been involved with utilities since deregulation in 1998 and therefore have a wealth of experience to offer you.
A bill tells us nearly everything we need to know; your contract end date, your consumption, billing address, VAT% and much more. Having a bill increases the percentage chance of the changeover happening on time.
If it is required that you need to send a letter of cancellation to your current supplier, we will send you everything you need to do that, including a pre-paid envelope. It is important we lodge this as soon as possible.
We adhere to all UK legislation, including a robust data protection policy and complaints procedure and OFGEM regulations. We are also members of the Utilities Intermediaries Association.
Our Code of Conduct points out
A. Honesty
MV Utilities will identify themselves, the services being offered and any
Organisations we represent (directly and indirectly) clearly at the start of any interaction with a you the customer
B. Respect
We will at all times respect the consumer’s wishes and should cease the current contact and avoid future contact if the customer requests
C. Accuracy
MV Utilities will make the customer aware of how much of the market you searched to obtain the offers you propose to them and ensure all offers are accurately presented
D. Transparency
Before obtaining the customers agreement to the contract, we will make the customer aware of all principal terms of the energy contract, including the services you provide and how the customer will pay (directly or indirectly) for those services.
E. Customer-focused
We will record and investigate all complaints fully and act quickly to put things right when you make a mistake.
F. Professionalism
We ensure all staff are adequately trained for dealing with customers and adhere to these principles
G. Complaints Procedure
MV Utilities take any complaints seriously and have a full time compliance team to make sure our agents are carrying out our business in a correct manner. If you have any grievance about any aspect of the process Email compliance@mvutilities.co.uk and we will investigate and respond within 4 hours during working hours (Monday – Friday 9am – 5.30pm)