Complaints Handling Procedure
We value transparency, fairness, and prompt resolution in all our interactions. Please review our formal procedure below.
Official Document Metadata
1 Our Commitment
2 Step-by-Step Complaints Procedure
Please follow our clear 6-step process to lodge and resolve any dispute:
Contacting Customer Support
Contact us and let us know what has happened and what you want us to do to put it right. Depending on your complaint type, you’ll be able to contact our team by email, telephone, or post:
Providing Necessary Information
When filing a complaint, please provide us with as much detail as possible. This includes a clear description of the issue, relevant account or transaction details, and any supporting documentation or evidence. The more information you provide, the better equipped we will be to investigate and address your concerns effectively.
Complaint Acknowledgement
Upon receipt of your complaint, we will acknowledge it promptly, usually within 2 weeks. Our acknowledgement will include a reference number for your records, as well as an estimated timeframe for resolution.
Investigation & Resolution
We’ll work with you to resolve the matter as quickly as we can. If after that, you’re unhappy with the outcome or it’s taken us longer than 8 weeks to reach a solution, you have the right to take matters further. We work with a number of ombudsman and dispute resolution providers who will consider complaints about our range of service, products, and financial services matters.
Communication & Final Outcome
We will let you know what we have done to resolve your issue and bring the matter to a close. If after that, you’re unhappy with the outcome or it’s taken us longer than 8 weeks to reach a solution, you have the right to take matters further. We work with a number of ombudsman and dispute resolution providers who will consider complaints about our range of service, products and financial services matters.
Escalation
Whatever stage has been reached in the above process eight weeks after we first received your complaint, we shall send you an eight-week letter. Once you have received that letter you are entitled to complain to the Ombudsman.
3 The Ombudsman
If you are a micro business you are entitled to take your complaint to the Ombudsman should your complaint not be resolved either eight weeks after the complaint was first made to us or once you have received a deadlock letter from us, whichever is sooner. The Ombudsman is an independent body that decides the outcome of disputes between us and our micro business customers. There is no charge to you for the Ombudsman’s services.
If you accept the Energy Ombudsman’s decision, we must then honor that decision. You are not though bound to accept the Energy Ombudsman’s decision and instead may choose to take other action such as litigation.
Energy Ombudsman Contact Details:
4 Citizens Advice Consumer Service
For free, confidential, and impartial advice at any stage of your dispute, you may contact the Citizens Advice Consumer Service: