Complaints

Making a complaint

We always do our best to provide a great service but sometimes things don’t go to plan. If you have a complaint, we are here to help.

Our complaints process is designed to make things easier for you and to help resolve problems quickly.

Step 1: Make a complaint

  • You can contact us by calling on 0333 103 9053, Monday to Friday (9am–5pm)
  • Email us on customer.complaints@economyenergy.co.uk
  • Write to us at: Customer Complaints, Economy Energy, Friars House, Manor House Drive, Coventry, CV1 2TE

Most issues are resolved at this stage and we will respond to you within 10 working days, as well as keeping you informed throughout.

Step 2: Internal review by our complaints team management

If you are still not satisfied, your case will be reviewed at a higher level. We will respond within a further 10 working days. This may result in the following actions:

  • An apology from us
  • An explanation of our findings and how they occurred
  • The appropriate steps to put things right
  • Compensation from Economy Energy if applicable

If we’re mutually unable to come to an agreement, we will write to you explaining our position and provide a final offer. This is known as a deadlock letter.

Step 3: External review

You can accept our final offer, but if you remain dissatisfied, you may want to consider contacting Ombudsman Services: Energy for a free and independent review of your concerns.

You may contact the Ombudsman at any time. However, please note that the Ombudsman will not consider your case unless you have followed our complaints process

They may investigate your complaint if

  • You receive a deadlock letter from us
  • You have not received a deadlock letter, but at least 8 weeks have passed since you first contacted us with your complaint

You must refer your complaint to the Ombudsman Service within 9 months of first making your complaint to us.

If the Ombudsman decides that we didn’t act correctly, then it will recommend what we do to put things right, as per step 2 above.

Further support

For further independent help and support, visit:

Citizen’s Advice Bureau

Citizen’s Advice can be consulted at any stage in the complaints process for free, impartial advice. For energy complaints, click here.

To download the 'Know Your Rights' guide in English, click here.
To download the 'Know Your Rights' guide in Welsh, click here.

Call the Citizen’s Advice Consumer Helpline on 03454 04 05 06 (helplines open Monday to Friday, 9am to 5pm excluding bank holidays).

Ombudsman Services: Energy

For free, independent advice and support for complaints (after following the complaints process), visit Ombudsman Services: Energy.

Call Ombudsman Services: Energy on 0330 440 1624 (helplines open Monday to Friday, 9am to 5pm excluding bank holidays) or email enquiries@os-energy.org

Our complaints handling

Find out more about how we’re dealing with complaints:

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