Making
a complaint

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We know it can be frustrating and disappointing if our service isn’t as good as it should be. If you’re unhappy with our service, we want to be able to put it right quickly and smoothly.

How you can complain

By telephone: 02920 100346.
We’ll aim to resolve your complaint there and then.

Send us a contact form

Chat to us live online

By post: Metropolitan, Driscoll 2, Ellen Street, 
Cardiff, CF10 4BP.

We are not active on social media. Therefore we cannot accept complaints via social media.

We’re here to help

We aim to resolve all complaints within 10 working days.

If English isn’t your first language, we’ll find ways to help us communicate better. This may mean it takes a little longer to resolve your questions.

Our Complaints Process

We’re sorry if you’re unhappy with our service. Here’s what will happen next:

Step 1

  • Let us know about your complaint as soon as possible.
  • We aim to respond to you in 10 working days in the most appropriate way.
  • If we need more time to investigate, we’ll keep you updated and try to reduce any immediate impact on you.

Step 2:

  • If we can’t resolve things straight away, we’ll escalate your complaint internally.
  • You can ask for a manager to review your complaint at any time.
  • If we’re unable to resolve your complaint, we’ll explain our final position. You may receive a “deadlock letter” (or you can request one), confirming we can’t take things further.

Step 3:

If steps one and two have been followed and you’re still unhappy, you can take your complaint to the Energy Ombudsman if:

  • You’ve received a deadlock letter, or
  • 8 weeks have passed since you first made your complaint

The Energy Ombudsman offers a free and independent review, but only after our complaints process has been completed.

The Energy Ombudsman

If you’re not satisfied with how we’ve dealt with your complaint, you can contact the Energy Ombudsman, a free and independent agency that can help.

Telephone: 0330 440 1624

Website: www.energyombudsman.org

Email: [email protected]

In writing: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Our responsibilities

If you’re unhappy with our service, we promise:

  • We’ll get back to you within 10 working days
  • We’ll pause any actions recover an outstanding balance, if your complaint is about our billing
  • We’ll use any feedback to try and improve our service
  • We’ll thoroughly investigate your complaint to determine what’s happened
  • We’ll identify what the problem is and what caused it
  • We’ll find out how we can resolve the problem
  • We’ll determine if there’s anything we can do to stop the problem from happening again
  • We’ll inform you if any Guaranteed Standards of Service or compensation payment is due
  • We’ll say sorry if we made a mistake and explain what went wrong
  • If your complaint was caused by a company policy, we’ll explain it to you
  • We’ll tell you how to escalate your concerns if you’re unhappy with our response to your complaint

Is there something else
we can help with?

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