We'll do what we can to resolve your complaint as quickly as possible. We'll do this by;

  • Understanding the situation and what caused the problem
  • Explaining what we'll do to fix it and whether we need further information from you
  • Provide you with an idea of how long it will take 
  • Ask you what you want to resolve your complaint

Once you've made a complaint we'll keep you updated on the progress and promise that we'll work as efficiently as we can to close the matter for you, once we know you're happy with the outcome. This usually happens within 2 working days.

Step one: Speak to one of our Customer Services Team.

All our Advisers are fully trained and ready to help you. The easiest way to get in touch with us is via our Live Chat or your online account on MyAccount. Log in or register now to get in touch. You can also call us on 0333 200 5103(1) open Monday to Friday 8 am to 6 pm.

Step two: If you've spoken to one of our advisers and need to escalate your complaint

If things haven't gone as well as you'd like. Contact our Complaints Team, who'll review the situation and take the necessary steps to resolve your complaint. Call them on 0333 009 7031(1) Monday to Friday 8 am to 5 pm.

Step three: If it's been 40 days since you registered your complaint.

It is likely that the issue isn't easy to fix. We'll write to you with the name of a Specialist Complaint Handler and a phone number to use to get an update on what's needed to resolve things. If you want to speak to the person dealing with your case please use the dedicated number on this letter. 

We're confident we're the right people to help you with your complaint. We know that sometimes you may want to seek help from a third party. This could be due to the fact that you've received a deadlock letter from us. 


Ombudsman Services: Energy

Ombudsman Services: Energy: We always try to come to an outcome that you're happy with, but sometimes that's not possible. In these cases, we will issue you with a 'deadlock' letter. If you've received this or it's been 8 weeks since we logged your complaint, you could contact the Ombudsman Services: Energy. They're free and totally independent. Decisions are based on the facts available and may take up to 12 weeks, as they look at your case from the beginning to decide on a final outcome. This may be an apology, explanation, financial award or to correct the issue. We're bound to act on their decision however you aren't.

You can call them on 0330 440 1624 (9 am to 5 pm Monday to Friday), email enquiry@ombudsman-services.org or visit ombudsman-services.org/energy.

Citizens Advice

Contact Citizens Advice if you need help with an energy problem - for example with your bills or meters, or if you're struggling to pay for the energy you use. They're the official source of free and independent energy advice and support. Go to citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are free.