We’ll always try to come to an outcome we’re both happy with and while we do this in most cases, sometimes we won't always reach a joint resolution. If this happens, we’ll write to you explaining our final position, this is known as a ‘deadlock’ letter and at this point, or if it has been eight weeks since you first complained, you have the right to contact the Ombudsman Services: Energy.
The Energy Ombudsman are free, totally independent and don’t take sides. Decisions are based on the facts available, they may ask us to take remedial action, apologise, provide an explanation and may require us to award compensation. Energy suppliers are bound by the decisions they make, but customers are not.