We're sorry to hear it
How to make a complaint
If you're unhappy with our service, please let us know immediately so we can sort things out. It’s really important that you're happy and satisfied with the service you receive - just call us on 0345 130 8355 from your landline or mobile. Our Account Managers will find solutions to most problems quickly for you, in most cases it'll be the same day. We'll also record your complaint to help us improve in the future.
If you've followed the advice above and we've not solved the problem to your satisfaction, you can raise a formal complaint. There's a simple three-step process to make sure we get things sorted out with as little fuss as possible.
If you wish to raise a formal complaint, contact us on 0345 130 8354. We’re here 8am to 8pm weekdays and 9am to 2pm on Saturdays. You'll talk with one of our complaints team who're here to help and will answer any questions you have. They'll provide you with a complaint case number and will aim to have your complaint resolved within 24 hours.
If we need more time to look into your complaint, we’ll give you full details of who's looking after you. You'll have a named Customer Relationship Manager who'll investigate all the points you’ve raised and aim to provide a resolution within five working days. If within five working days we've not agreed a suitable resolution, or if the query is complex and other suppliers or agencies are involved, we'll let you know and provide you with regular updates. If you’re not happy with how we’ve handled things you can ask for your complaint to be reviewed by a senior manager.
In the unlikely event that your query hasn’t been resolved within an eight week timeframe, you can contact the Energy Ombudsman. We'll automatically send you a letter at this stage to provide you with all the information you need to speak to them. Alternatively, if you're satisfied with everything we've done and you want us to continue to resolve the root cause of your complaint, we'll be happy to do so.
Where you've been dissatisfied with any level of service, or you've raised a complaint, you can expect an apology, a full explanation, the steps we are taking to put things right and, where appropriate, compensation or a goodwill gesture.
Putting you first is very important to us so we'll use all complaint information (unless you state otherwise) to understand where improvements can be made in the future. We hope you won’t ever have to experience unsatisfactory service again.
Need some more advice?
At any stage of your complaint you can get clear, free and impartial advice on your energy account from Citizens Advice by calling 03454 040506 (03454 040505 Cymraeg). Click here to download their "Know your rights" leaflet or visit citizensadvice.org.uk/energy for more information. Alternatively, fill out the Citizens Advice Consumer Service Web Form.
Ombudsman Services: Energy is a free, independent arbiter, specialising in resolving energy customer complaints if no agreement can be made between the customer and supplier after eight weeks. Any decision they make is final and binding for the energy supplier.
Visit ombudsman-services.org/energy for more information, or contact them on 0330 440 1624 (0330 440 1600 by text phone). You can also email them or write to them at: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF