If you’re unhappy with the level of service you have received from us, please see our guide on making a complaint (PDF)We hope that by working through the steps in the guide we can agree a resolution with you.

We have four ways that you can contact us, all of which you can use at any stage of the process:


More information about the possible outcomes and further information for small- to medium-sized businesses can be found in our in our guide (PDF).

We hope that your complaint won’t need to be escalated, but in some circumstances it may be necessary. Information about what to do if your complaint needs to be raised with a manager, a director or for an internal review, please see our guide (PDF).

Our complaints handling procedure is regulated by the complaint handling standards regulations, which you can download here.

See our response to Ofgem’s research into complaints handling, and information on our latest complaints resolution audit.

Additional information for microbusinesses

There are two additional support and advice centres that you can contact for help with your complaint:

Citizens Advice

Citizens Advice is the government's service for free, confidential and impartial advice on consumer issues. Micro Businesses may contact Citizens Advice at any point throughout the complaints process or call the consumer helpline on 03454 040506 (Monday to Friday, 9am to 5pm). Visit their website for more information.

Ombudsman Services: Energy

Ombudsman Services: Energy is a free independent body that has the power to resolve customer disputes. Please see pages 7 and 8 of the eguide for more information about this to see if and how you can use them. To contact them directly visit their website, call 0845 055 0760 (Monday to Friday, 9am to 5pm), or in writing at Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF.

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Do you have a complaint?

Call us between 8am and 6pm, Monday to Friday

0800 096 2255(1)


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Frequently asked questions

For quick answers to questions you have about your bill, our rates, meters, tariffs and more, check out our FAQs.

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Treating customers fairly

We are committed to delivering fair value, better service and simplicity.

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Send us an email

We understand you are busy, so why not fill out our contact form with your question or comment and we'll respond as quickly as we can.