If You have a complaint about Our services, You should follow the procedure set out below:

  • In the first instance, please contact Our complaints management team who will attempt to resolve Your complaint.
  • We will send You a Final Position Letter confirming Our final offer to resolve your compliant within eight (8) weeks on which You first contacted Us about that complaint.
  • If your complaint has not been resolved to your satisfaction by any of the above measures within eight (8) weeks of the date on which You first contacted us about that complaint then You may refer your complaint to the Ombudsman for Energy who can deal with Your complaint on Your behalf. However, there are some requirements which you need to comply with before referring your case to the Ombudsman for Energy. Firstly, you must give us eight (8) weeks to resolve your complaint, and secondly we have sent you a Final Position Letter (also known as Deadlock Letter) describing our final offer in terms of resolution of your complaint. Please note that any direction or determination by the Ombudsman for Energy in respect of Your complaint shall be final and binding on both You and us. Clink on the link for the website of theĀ Ombudsman for Energy.

You may address your complaint to an outside agency such as a Local Authority, Trading Standards Institute, consumer organisation, Citizens Advice Bureau or Court. Below are the contact details to some Independent Complaint Handling Services:

Ombudsman Services

Telephone: 0330 440 1624

Fax: 0330 440 1625

Textphone: 0330 440 1600

Website: https://www.ombudsman-services.org/energy-complaint.html

Email: osenquiries@os-energy.org

Opening times: Monday to Friday, 9am until 5pm.


Citizens Advice Service

Telephone: 0345 404 0506

Website: https://www.citizensadvice.org.uk/energy/

Opening times: Monday to Friday, 9am to 5pm