How to raise a complaint
You can raise a complaint by telephone, in writing or through the enquiry form on our Contact page. Please tell us clearly that you are making a complaint so it is logged as one from the outset.
You can contact us about anything in this document using the enquiry form on our Contact page. Where a company email address and telephone number have been confirmed by our team, they are published in the footer of this website and on the Contact page.
- Your name and the best way to contact you.
- The property or business the complaint relates to.
- What happened, and when.
- What you would like us to do to put it right.
- Any reference numbers, bills or correspondence relevant to the complaint.
What happens next
We acknowledge complaints promptly, normally within five working days, and aim to provide a full response within eight weeks. Complex matters involving a supplier or network operator sometimes take longer, and where that happens we will tell you what is outstanding and when you can expect an update.
The person handling your complaint will review the file, speak to anyone internally involved, and, where relevant, contact the supplier or provider concerned. We will explain our findings in writing, along with any remedy we are proposing.
If you are not satisfied
If you are unhappy with our response, tell us and we will review the complaint at a more senior level. Where your complaint concerns something we do not control, such as a supplier's billing decision or a network operator's works, we will explain which organisation holds responsibility and how their own complaints process works.
For complaints about an energy supplier's service, customers can escalate to that supplier's own complaints process, and, after eight weeks or once a final response has been issued, to the relevant energy ombudsman service. Information about those routes is available from your supplier or from the ombudsman's own website.
Recording and learning from complaints
Complaints are recorded, along with the outcome, so that recurring issues can be identified and addressed. Information relating to a complaint is handled in line with our Privacy Policy.