We aspire to deliver a first-class service for all of our customers. We acknowledge, though, that sometimes we might not succeed in achieving that goal completely. If that occurs, we have this process in place to make sure your worries are taken care of and remedied.
We guarantee that if you contact us with a complaint, we will treat you politely and with respect.
You can request a free copy of this complaint procedure; just let us know if you'd like a copy sent to you through email or postal mail.
The steps we ask you to take if you want to make a complaint are outlined below along with how our complaint procedure operates. Your rights to file complaints are also outlined.
Contact us:
Please contact us by email, telephone or post.
Our customer relations team are available business days 9 am to 5 pm.
After receiving your complaint, we will email you an acknowledgement within two business days. By doing this, we will let you know who has been assigned to handle your complaint during the entire process. Wherever possible, a different person from your previous main point of contact with us will serve as your assigned complaint manager.
Your assigned complaint manager may get in touch with you to ask for more details, proof, or explanations of the problems mentioned.
We will inform you of the findings of our investigation within ten working days of the complaint being acknowledged. If we are unable to provide you with our decision within that ten working days, we will keep you updated on our progress and a revised target timeframe for doing so.
We request that you let us know whether or not you accept our decision within ten working days of receiving it. It will be beneficial if you let us know if you disagree with our conclusion. If you disagree with our conclusion, it will be helpful if you send copies of any additional paperwork and details that will aid in our evaluation of the preliminary inquiry.
If you ask us to revisit our first decision because you disagree with it, we will do so. Once more, we hope to let you know the results of that review ten working days after you let us know what you've decided. Similar to the initial decision-making process, if we don't expect to give you our decision within ten working days, we'll let you know and provide a revised decision date. We could also ask you for more details, supporting documents, or clarification of the issues noted during that decision review.
Eight weeks after we initially received your complaint and regardless of the point in the aforementioned process, we will send you an eight-week letter. Upon receipt of that letter, you have the right to file a complaint with the Ombudsman; more information on that process is provided below.
We will send you a deadlock letter if you decide to disagree with our decision, whether it be the original decision or a revised decision. This letter serves as confirmation that you disagree with our decision about your complaint. You have the right to file a complaint with the Ombudsman after receiving this letter.
If your complaint hasn't been resolved after eight weeks, or once you've received a letter from us stating that it hasn't been resolved, whichever comes first, and you're a tiny business, you have the right to take it to the Ombudsman.
An impartial agency called the Ombudsman resolves disagreements between us and our micro-business clients. You won't pay anything for the Ombudsman's services.
We must then uphold the Energy Ombudsman's ruling if you accept it. However, you are not required to accept the Energy Ombudsman's ruling and may instead decide to pursue further legal action.
If you need independent and practical advice you can also contact the Citizens Advice Bureau. This service gives you free, confidential and impartial advice.