We aim to resolve your complaint as soon as you contact us, but where it hasn’t been possible to resolve your complaint straight away, we follow our complaints process below.
You can download a copy of this page by clicking here.
You can contact Citizens Advice at any point and it’s easy to get free, independent and impartial advice as an energy customer. They can help with a number of different things, from advice on your bills, what help is available if you are struggling to pay your bills or if you want advice on raising a complaint. To know your rights, you can visit Citizens Advice or give them a call on 03454 04 05 06.
The Energy Ombudsman
The Energy Ombudsman provides a free, independent service for dispute resolution for customers. Any decision made by the Ombudsman is binding on our company, so if you agree with what they have decided, we will implement it. If you would like further information you can visit their website here.
Contacting the Ombudsman
Phone: 0330 440 1624
Post: Ombudsman Services: Energy PO Box 966, Warrington, WA4 9DF
Our complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. A copy of these Regulations can be found here.