We work hard to provide the best possible service for all of our customers. Sometimes things can go wrong, and when they do we want to resolve them as swiftly as possible for you.
There are two steps in our complaints process:
Step one – Get in touch
Contact our Customer Service team between 9 am and 5 pm, Monday to Friday.
t: 0333 4444 6000
a: Office 1 – 1 Wheatfield Way Kingston Upon Thames KT1 2 TU
After you raise a complaint, we will investigate it. Our Complaints Team will acknowledge your complaint within 48 hours to five working days and aim to complete their investigation within ten working days. We will give you a detailed explanation of our investigation and our decision on your complaint.
Step two – Escalate your complaint
If the complaint has not been resolved within eight weeks, or you would like us to review the original decision of your complaint, you can contact our Customer Care Team. The team is available on 0333 4444600 between 9am and 5pm, Monday to Friday. Alternatively, you can email firstname.lastname@example.org
We will then aim to have a reviewed decision for you within two weeks.
With microbusinesses, if after eight weeks we can’t resolve your complaint or you are not satisfied with our decision, you have the right to refer your complaint to the Energy Ombudsman.
As an independent body, the Energy Ombudsman is able to arbitrate any disputes between customers and suppliers. The service is completely free to use. The Ombudsman has the authority to resolve a complaint and suggest corrective action to be taken by us or you. If you accept the Energy Ombudsman’s decision, we are then legally obliged to put the recommended solution in place. You can decline a decision by the Ombudsman and take your complaint elsewhere such as the courts.
You can contact the Ombudsman by:
t: 0330 440 1624 (phone line open 8am-8pm Monday to Friday, 9am-1pm Saturday)
e: email@example.com (emails are responded to within five working days)
a: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Please note the Energy Ombudsman will not investigate complaints made by non-microbusinesses.