Energy supply ombudsman

If you remain unhappy after receiving the response from the alternative Head of Business, you can ask us to 'deadlock' your complaint. This means we will send you a letter which states we have been unable to resolve your complaint to your satisfaction. Once you receive a deadlock letter, you can contact the Energy Supply Ombudsman.

You  can contact the Energy Ombudsman without a deadlock letter, if we fail to respond to your complaint within the timescales stated in our complaints process.  For example, the alternative Head of Business does not respond within 10 days or if 8 weeks have elapsed since you registered your complaint.

Please note: the Energy Ombudsman may refer you back to us if you don't have a deadlock letter or allowed us enough time to respond to your complaint.

The Ombudsman will carry out an independent investigation on your behalf. Any decision the Ombudsman makes will be binding on us, but not on you.

As part of resolving your complaint, the Ombudsman 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 in appropriate circumstances.

The Energy Supply Ombudsman Contact Details
Phone: 0845 055 0760 or 01925 530 263
Textphone: 18001 0845 0511 513 or 18001 01925 430 886
Email: enquiries@energy-ombudsman.org.uk
Website: www.energy-ombudsman.org.uk

Consumer Direct
Consumer Direct is part of Trading Standards. Consumer Direct advisers offer independent, impartial advice. If you are a domestic customer, you can contact them at any point about your complaint:

Telephone: 0845 40 40 506
Website: www.consumerdirect.gov.uk

If you are a business customer, you can contact Consumer Direct for basic advice.