Complaints and Commendations

We are committed to offering our customers the very best in customer service, and we are keen to hear how you feel about us.

If you want to make a commendation because of exceptional customer service, or just tell us how you think we have served you well, or if unfortunately things have gone wrong then you can use the following process to let us know.

How to contact us

The easiest and quickest way to make a commendation or resolve a complaint is to telephone us on one of the following numbers any time Monday to Friday 8.30 am to 5 pm: 

Alternatively, if you are unable to phone or would prefer to write, you can contact us using our online form at or by post using the addresses listed below.

Sometimes things can go wrong, and the following paragraphs explain what will happen if you have cause to complain to us.

Our Process
All our telephone advisers are trained to offer you the best possible customer service and will do their utmost to help you. If they need to involve their manager, they will do so to ensure the matter is resolved as easily as possible.

As part of resolving your complaint we will offer you an explanation and an apology. We will also take remedial action and may award compensation in appropriate circumstances.

Step 1 – Aim to resolve your problem within 10 working days

When you telephone us with a problem our adviser will attempt to resolve matters with you directly. However, if necessary, your complaint will be escalated to a manager or specialist team.  We want to resolve the issue within 10 working days of your call.

If you write to us with a problem, we aim to resolve matters within 10 working days. We may try to contact you by telephone to help with this resolution.

If we cannot resolve your complaint fully or have not agreed a form of resolution within 10 working days of your first contact, then you can proceed to the next step.

Step 2 – Aim to resolve your problem within the next 10 working days after escalation

If unresolved, your complaint will be passed to a senior manager who will do everything possible to address your concern and reach a positive conclusion. If we still cannot resolve your complaint fully, or have not agreed a form of resolution within this second 10 working days period, then you can proceed to the next step.

Step 3 – Aim to resolve within the next 10 working days after second escalation

If still unresolved, to your satisfaction, then you can raise the matter with our Head of Operations, who will aim to reach a resolution within the next 10 working days.

The Energy Supply Ombudsman
If, after contacting the Head of Operations you remain unhappy, you can request that the complaint be deadlocked. Once you receive a deadlock letter you can contact the Energy
Supply Ombudsman.

You can also contact the Ombudsman should you fail to have had a satisfactory response from the Head of Operations within 10 working days, or if eight weeks have passed since you registered your complaint.

Please note: the Ombudsman may refer you back to us if you have not escalated your complaint through our formal complaints process as described in the paragraphs above.

The Ombudsman will carry out an independent investigation on your behalf. Any decision the Ombudsman makes will be binding on our, 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

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 of your complaint on: