Our customer experience team to be helpful, polite and professional at all times
Step 1
Raise your issue.
You can raise your complaint via email or telephone. We will acknowledge receipt of your query within 24 hours.
We aim to resolve all issues within 5 working days and will update you throughout the resolution process.
0808 164 2222
Step 2
Complex query.
If in the unlikely event that we have been unable to resolve the issue within 5 working days, or the issue is deemed complex, your issue will be personally managed by our Head of Customer Experience
We will inform you if this is the case and explain if there is anything else we require from you at this stage.
Step 3
Ombudsman.
If the complaint reaches deadlock or is more than 8 weeks old, you have the right to raise the issue to the Energy Ombudsman.
In either case we will write to you explaining your rights and with all relevant contact details.
The ombudsman procedure can be found here
You can also get advice from the Citizens Advice Bureau here
