Complaints Procedure
We want every customer to receive a clear, fair and professional service. Here's how to tell us if we haven't.
What counts as a complaint?
Anything that hasn't gone the way it should — a switch that went wrong, misleading information, an unexplained delay, or service that fell short of what we promise. If you're not sure it counts, tell us anyway — we'd rather look into it than have you wonder.
01How to log a complaint
How to log a complaint
Reach us however suits you:
To help us investigate quickly, please include:
02What happens after you complain
What happens after you complain
We log your complaint and give it a reference.
We acknowledge it within 5 working days.
We investigate, and keep you updated if it takes longer than a few days.
We send a final response with our findings and any resolution — within 8 weeks at the latest.
If you're not satisfied, or 8 weeks have passed, you can escalate it independently.
If you're not satisfied
If you're unhappy with our final response, or we haven't resolved your complaint within 8 weeks, you can ask the Energy Ombudsman to look into it independently and free of charge. They'll only look at a complaint after you've given us the chance to resolve it first.
04Free, independent advice
Free, independent advice
If you'd like independent support with your complaint at any point, or you're in a vulnerable situation and need extra help, these services are free and impartial:
05How we use complaints
How we use complaints
We record and review every complaint we receive, and look for patterns across them, so we can fix the causes and not just individual cases.
Our registration and scheme references: