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.
Some customers find that their query can be dealt with quickly by our Customer Services team.
You can get in touch with them by email on [email protected] or by phone on 0333 103 9053.
Alternatively, if you feel that you do need to speak with our complaints team then the first step is to make your complaint:
Most issues are resolved at this stage and we will respond to you within 10 working days, as well as keeping you informed throughout.
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:
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.
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 must refer your complaint to the Ombudsman Service within 12 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.
Citizen's Advice Bureau
For more information you can visit the Citizens Advice website who can be consulted at any stage in the complaints process for free, impartial advice.
The Energy Consumer Checklist is the 'Know Your Rights' document mentioned below.
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 [email protected]