Our complaints procedure for energy customers

Our complaints procedure for energy is designed to help you make sure that all your queries are answered to your satisfaction. There are several steps you can follow to resolve your complaint quickly and efficiently, and to make sure your points are fully answered.

If you have a complaint about one of our other products, you can go to our complaints pages for broadband or home services.

Independent help and advice is also available at any stage from the Citizens Advice consumer service.

Step 1 – Talk to us

Get in touch – you can talk to people who are ready to help and answer any questions you have.

When you telephone us with a problem our adviser will attempt to resolve matters with you while you are on the call. However, if necessary your complaint will be escalated to a Manager or specialist team. We want to agree a solution by 8pm the following working day.

If you write to us with a problem, we aim to fully resolve matters by 8pm the following working day after we receive your letter. Please include your name, account number and/or full address so we can contact you back. We may try to contact you by telephone to help with this resolution.

If, at any time, you would prefer to talk to us face to face about your complaint, you can visit one of our Customer Service Centres. Please contact us for details of your nearest office.

If we cannot resolve your complaint fully or have not agreed a form of resolution by 8pm the following working day after your first contact, then you can proceed to the next step.

Step 2 – Head of Customer Service Team

Following Step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with our Head of Customer Service Team, who will undertake an independent internal review and aim to reach a resolution within 5 working days.

You can contact the Head of Customer Service Team, providing your name, account number and/or full address, as follows:

Phone: Call us on 0345 071 9853

Online: Use our complaints form

Post: PO Box 7506, Perth PH1 3QR

See our Privacy Notice for details about how we use your information.

Step 3 – Ombudsman Services: Energy

If you have not received a satisfactory response from our Head of Customer Service Team and six weeks have passed since you first registered your complaint, or we have reached ‘deadlock’ (ie we can't agree a way forward), we'll write to let you know how you can contact Ombudsman Services: Energy. You may be referred back to us if you've not escalated your complaint via our complaints process outlined in steps 1 and 2.

Ombudsman Services: Energy will carry out a free, independent investigation on your behalf. As part of resolving your complaint, they may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision they make will be binding on our company, but not on you, so you can seek further advice if you wish to.

Here's how to contact the Ombudsman Services: Energy:

Website: www.ombudsman-services.org

Phone: Call 0330 440 1624

Email: enquiry@ombudsman-services.org

Post: PO Box 966, Warrington, WA4 9DF

Free independent help and advice at any stage

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 their consumer service on 0808 223 1133. Calls are free.