- 28 Skyline Village, London, UK, E149TS
If you have a problem, just follow these simple steps.
Please contact our Customer Care Team using one of the following methods. When emailing or writing please include your account number, name, contact number and full address so we can link it to your account.
If you would prefer to speak to someone face to face, you can visit our Contact Centres and our aim is to ensure any issues are resolved by the end of your visit. Please contact us for the details of your nearest office.
We carefully record and monitor all the complaints we receive. Our aim is to resolve any complaint on the first contact. If your issue requires investigation, we’ll escalate it to one of our complaints specialists who will make sure you receive regular updates.
Depending on the detail in your complaint, we will either:
If your complaint concerns a person or company working on our behalf (for example, a sales representative or engineer), we may need to contact them as part of the investigation. While we hope to resolve issues quickly, it may take up to 10 working days before we can provide an update.
The outcome of your complaint will typically include one or more of the following:
We may provide compensation in certain circumstances where we have failed to follow our obligations in our sales and marketing practices.
If you are unhappy with the way your complaint has been handled, you can request an internal review of its handling. If we determine there have been shortfalls in service, we may update your resolution. Otherwise our original response may remain unchanged.
If your complaint remains unresolved for more than 40 business days (8 weeks), we will issue a Deadlock letter. At that point you have the right to contact the Energy Ombudsman for a free and impartial review.
Contact the Energy Ombudsman
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4
Website: www.energyombudsman.org
Energy Ombudsman Supplier Guidance (Updated April 2022): It is our duty to let you know that you have a right to complain to the Energy Ombudsman should your complaint not be resolved by us in-house. The Ombudsman is a free, independent service and any decision they make will be based on the information available.
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