Your questions answered
How do I make a complaint?
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 contact us and a specialist complaints handler will work with you to resolve any issues.
Where can I go for help if I'm not satisfied with how you're handling my complaint?
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
Phone: 0330 440 1624
Fax: 0330 440 1625
Text phone: 0330 440 1600
Treating customers fairly
Read our Treating Customers Fairly document for a run-down of what we do to ensure great service for our customers.
Our complaints performance
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.
Our Complaints Handling Statement
We aim to resolve all our complaints within the first 24 hours of it reaching an advisor, although we know this is not always possible. Here you can see our current process for managing our complaints.