Before considering this option please ensure you have contacted our Complaint Resolution team, the team will write to you when it has been eight weeks since you first complained to explain the next steps you can take and provide the Ombudsman Services: Energy contact details. It is important that you escalate your complaint through our complaints process outlined in steps 1 and 2 as you may be referred back to us if you don't.
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 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.