Our Complaints Process

Our Complaints Process

Step1: 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.

Step2: Your complaint will be logged and reviewed by Senior Management.

Step3: 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.

We will let you know of any resolution or next steps with your complaint to bring it to a resolution.

Potential Outcomes

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

1. An explanation of your account and what has happened
2. An apology for any errors on our side
3. Compensation applied to your account
4. Remedial action of any errors on your account

Escalating your complaint

You may feel you need extra support with your complaint, 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 complaints process.

Citizens Advice Consumer Service contact details:

If after 8 weeks from the start date 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 no 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 a free and impartial service that aid in the impartial resolution of customer complaints.

Ombudsman Services contact details: