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Complaints Procedure ( Energy Customers)

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Complaints Procedure


We aim to provide quality Services for all of our customers. The feedback of our existing customers is very good. However, if a customer is confused or unhappy with the contract for which he has signed up through us, we have placed a procedure to register a complaint and to get a quick response to your complaint.

We promise that in the event you make a complaint to us we shall be courteous and respectful in our dealings with you.

If you want to register a complaint, please follow the following steps.

Either call us on 0203-290-8002 or send us an email at

We set out below how our complaint procedure works and the steps we ask you to take if you wish to complain. We also set out your rights to complain to the Ombudsman if it’s unresolved or if you are not satisfied with our procedure.

The procedure

  1. Contact us

Please contact us by email or telephone
Telephone: 0203-290-8002
Our customer relations team are available business days from 9 am to 5 pm.

  • Acknowledgement

We will send you an acknowledgement of your complaints within 2 working days. In these two days, we will dedicate a complaint handling manager who will go through the problem you are facing.

State your concern

You can state all of your concerns to our designated complaint manager. He/she will answer each and every concern in detail and will try to resolve your concerns.

  • Our decision

Within ten working days of the acknowledgement of the complaint, we will let you know the outcome of our investigation. Either we will tell you regarding our final decision and findings in the investigation or your concerns or we can send you in writing that we need (number of ) days to make our final decision.

  • Your decision

If you are happy to accept our decision, the case will be closed. We will send you the final decision and findings with your acceptance through email.

If you do not accept our decision then it will help us if you provide copies of any additional documents and information that will assist in our review of the initial investigation.

  • Decision review

If you do not accept our initial decision and you ask us to review that decision we will carry out a review. Again we hope to inform you of the outcome of that review within ten working days as we will work on your findings and on the material ( information) provided by you.

There will be a dedicated Complaint Review Manager with you, available every day from 9 am to 5 pm to heal you.

He/she will update you within 5 working days regarding the decision on your review.

We may also during that decision review again ask you for additional information, documentation and or clarification of issues raised.

  • Five-week letter

Whatever stage has been reached in the above process Five weeks after we first received your complaint we shall send you a Five-week Email. Once you have received that email you are entitled to complain to the Ombudsman, more details as to that step are below.

  • Deadlock

If you chose to reject our decision (whether the original decision or a revised decision) we will send you a deadlock email. This email confirms that you have rejected our decision as to your complaint. Once you receive this letter you are entitled to complain to the Ombudsman.

The Ombudsman

If you are a micro business you are entitled to take your complaint to the Ombudsman if it’s not resolved through us.

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.

The Ombudsman’s contact details:

Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

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