Let us know as soon as possible if you’re unhappy with our service. We aim to get back to you, in the most appropriate way, within 10 working days. If your complaint needs more investigation, it may take a little longer than 10 working days. If this is the case, we’ll always try to reduce the effect the problem has in the short term and keep you informed of any action we take for the future.
If we’re unable to resolve your complaint, we’ll escalate it within the company. You can ask for a manager to review your complaint at any time if our advisor hasn’t been able to help and hasn’t already offered to pass things to a manager. If we can’t settle your complaint, we’ll explain our final position. In some cases, we may send you a “deadlock” letter. This means there is no more we can do for you. Alternatively, you can request a deadlock letter from our team.
If steps 1 and 2 have been followed and you’re still unhappy, and we have sent you a deadlock letter, or eight weeks have passed since we have received your complaint, you can send your complaint for free and independent review by the Energy Ombudsman. However, the Energy Ombudsman will only help resolve cases that have not been put right through our established complaints process.
We aim to resolve all complaints within 10 working days.
If English isn’t your first language, we’ll always look for options to help the communication between us. This may mean it takes a little longer to resolve your questions.