We’re sorry to hear you’re not happy.

Get in contact with us and we’ll make sure to resolve it for you.

Firstly, we would like to apologise for the situation that has led to you having to leave a complaint. Please be as detailed as possible when supplying information relating to your complaint. By completing this form the issue has been escalated to the customer service manager. We will respond within 5 working days.

Make a complaint

Our Complaints Process

  • 1. Let us know you are unhappy with our service. You can do this via our formal complaints link, via email, over the phone or by letter.

    2. Your complaint will be logged and reviewed by Senior Management.

    3. We will aim to get back to you within 5 working days. If we need anything else from you, we will be in touch in this time frame.

  • Once we have reviewed your complaint, there are a number of potential outcomes. These could include:

    • An explanation of your account and what has happened

    • An apology for any errors on our side

    • Compensation applied to your account

    • Remedial action of any errors on your account

  • You may feel you need extra support with your complaints so you can contact Citizens Advice Consumer Service (CACS) or the Extra Help Unit (EHU) for independent, impartial, and free advice.. If you are a domestic customer you can contact CACS/EHU at any point of the complaint process.

    Citizens Advice Consumer Service Contact Details:
    Phone: 0808 223 1133
    Website: www.citizenadvic.org.uk/energy

    If after 8 weeks from the start of your complaint, you are unhappy with our resolution, you may escalate your complaint to the Ombudsman Services: Energy.

    Alternatively, if we have told you there is not further action we can take on your account, we will issue you a deadlock letter and you can take this to the Ombudsman Services: Energy.

    The Ombudsman Services: Energy is free and impartial service that aid in the impartial resolution of customer complaints.

    Ombudsman Services Contact:
    Phone: 0330 440 1624
    Post: Ombudsman Services: Energy
    PO Box 966
    Warrington
    WA4 9DF

    Email: osenquiries@os-energy.org
    Website: www.ombudsman-services.org