Let us put things right

If you’re not happy with how your complaint is progressing, let your complaint handler know. They’ll arrange for your complaint to be reassessed and let you know the outcome.

We'll do everything we can to resolve your complaint, but we know this isn't always possible. If it's been eight weeks since you first told us about the problem or you've had a deadlock letter, you can contact the Energy Ombudsman(2)

Our CEO, Simone Rossi cares about your issue. If you’ve already asked your complaint handler to escalate your concerns and are still not happy with how things are going, get in touch and Simone will work with his senior team to put things right.

We really want to help you with your complaint, and feel confident that we'll be able to help. But sometimes you might want free, independent advice.

You can get help with energy problems. This includes issues with your bills or meters or if you're struggling to pay for the energy use. 

If you live in England or wales go to citizensadvice.org.uk/energy(2) or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot(2) or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

• Making a complaint booklet
• Know your rights leaflet
• Annual complaints report
• Our complaints performance
• Complaint handling standards regulations (PDF)(2)