Complaints

Complaints


We're sorry you want to make a complaint. We take all complaints very seriously and we'll do everything we can to put things right. 

Please call us on 01772 395777 or email complaints@pfpenergy.co.uk and a specialist complaints handler will work with you to resolve any issues.

You are free to consult Citizens Advice at any point of the complaint. They provide a free, independent and impartial service. To contact them please call 03454 040 506 or access them via their website: www.citizensadvice.org.uk/energy

Where we're unable to resolve the matter to your satisfaction you may refer the complaint to the Energy Supply Ombudsman. This is a free and impartial service. The Ombudsman investigates complaints if there is no resolution after 8 weeks.

Ombudsman Service, Energy
PO Box 966
Warrington
WA4 9DF

Phone: 0330 440 1624

Fax: 0330 440 1625

Text phone: 0330 440 1600

E-mail: enquiries@os-energy.org

Web: www.ombudsman-services.org/energy

Read our Treating Customers Fairly document for a run-down of what we do to ensure great service for our customers.

We aim to resolve all complaints within the first 24 hours of a complaint being reported, although we know this isn’t possible in all cases. Read Our Complaints Performance for the latest report on how we are managing complaints.