Complaints process
How to make a complaint
Please contact us directly. Giving us the key facts at the outset will help us understand your concerns and begin our review without unnecessary delay.
What to include
Help us understand what happened.
Please include as much of the following information as you can. If something is not available, you can still contact us and we will help identify what is needed.
- Business name
- Business address
- Contact name
- Telephone number
- Email address
- A clear description of what has happened
- Relevant account, supply or contract information
- Any supporting documents you consider relevant
What happens next
A clear route to resolution.
We aim to deal with complaints fairly and promptly. Some investigations can take longer when information is required from suppliers, network operators or other third parties; if that happens, we will keep the matter under review.
Acknowledgement
We will confirm that your complaint has been received and make sure it reaches the right person for review.
Investigation
We will review the circumstances carefully. Where needed, we may ask a supplier, network operator or another relevant party for information.
Response
We will set out the outcome of our review clearly, including any action that we propose to take.
Resolution
We will work to reach a fair and transparent resolution as promptly as the circumstances allow.
Our commitment
Your feedback helps us improve.
We work hard to provide a dependable, straightforward service. We also recognise that concerns can arise. When they do, we want the opportunity to understand what went wrong, put matters right where appropriate and use what we learn to improve the service we provide.
Further support
Deadlock or unable to reach an agreement
If we have not been able to reach a satisfactory resolution, you remain unhappy after receiving our final response, or eight weeks have passed since your complaint was first raised, you may be eligible to refer the matter to the Energy Ombudsman.
The Energy Ombudsman provides an independent and impartial dispute resolution service. Eligible referrals are free of charge.