Complaints

You can raise a complaint with us by phone, email, post, or even online and a member of our dedicated complaints team will be happy to help. When you call us with a problem, our staff will attempt to resolve matters there and then. If you email or write to us, we aim to resolve matters within 2 working days. We may call you to do this.

If you’re still unhappy after our initial contact with you, we’ll spend the first 4 days trying to find a resolution for you. During this time the Head of Region for your area will be involved every day and an independent reviewer will ensure all options have been considered to resolve your complaint as quickly and effectively as possible.

If the complaint is still unresolved after 4 days, we will pass the complaint to our Executive Complaints Team. Our Executive Complaints Team is a specialist team who will spend time looking into your complaint and see if there’s something they can do to help find a resolution.

If after 31 days, you’re still unhappy with what we’ve done, a senior manager or Head of Business Area will take on your complaint to investigate. The senior manager or Head of Business Area will work with you to find a suitable resolution and if you’re still unhappy, will discuss the next steps for you. This is the final internal stage of our Complaints Handling Process.

If your complaint reaches 8 weeks (or 56 days), it will automatically be independently reviewed. When your complaint reaches this stage, you have the right to approach the ‘Ombudsman Services: Energy’, for further guidance and they will review your case. During this time, we will continue to work with you to reach a mutual resolution however, if we are unable to resolve your complaint to your satisfaction, a final offer or deadlock letter will be sent, and you can again approach ‘Ombudsman Services: Energy’, to have your case reviewed by them. ‘Ombudsman Services: Energy’ is there to resolve disputes between consumers and companies, their service is free and impartial.