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:

• You can contact us by calling on 0333 103 9053, Monday to Friday (9am–5pm) 
• Email us on [email protected]
• 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.

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.

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 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.