We’ll do our best to resolve any complaint that arises between yourself and us, or our suppliers, as smoothly and as quickly as possible. Our internal complaints resolution service is free for you to use. Keep reading to find out how to contact us, our process and other options available to you.
Our process doesn’t remove any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including Utilities Disputes.
Our commitment to you
We’re here to help you get the most from your energy, with clear communication and fair treatment.
You can read more in our Consumer Care Policy - it outlines how we look after you, in line with the Electricity Authority’s Customer Care Obligations.
If you’ve got any questions or feedback about our Customer Care Policy, email us at
[email protected]
How we’ll handle your complaint
We’ll do our best to resolve any complaint that arises between yourself and us, or our suppliers, as smoothly and as quickly as possible. Our internal complaints resolution service is free for you to use.
Our resolution promise
We’ll acknowledge receipt of your complaint promptly and regularly keep in contact while we investigate your concerns.
We’ll aim to resolve your complaint within 20 working days. If we can’t, we’ll write to you explaining why we need more time to reach a resolution.
If your complaint is better handled by another party such as a network company, meter company or any other retailer, we may refer your complaint to that company on your behalf. We’ll notify you that we’ve referred your complaint and provide you with the appropriate name and contact details.
The next option
We’ll do our best to resolve any issues directly with you, however, you can ask for your complaint to be considered by Utilities Disputes.
Utilities Disputes provides a free and independent dispute resolution service for electricity and gas. You may take your complaint to Utilities Disputes as a deadlocked complaint if:
We haven’t resolved your complaint within 20 working days and haven’t written to you explaining why we need more time to reach a resolution; or
We’ve taken longer than 40 working days to resolve your complaint; or
You aren’t happy with our proposed resolution; or
If during our resolution process, the Commissioner of Utilities Disputes considers that you’d suffer unreasonable harm waiting any longer; or
It would otherwise be unjust to wait any longer.
Visit Utilities Disputes to learn more.
Need a hand?
If you’re unsure who to contact or what to include in your complaint, our team’s happy to guide you through it.
Chat with us online, or
Email us at [email protected]
We’ll take it from there, and keep you updated every step of the way.