Customer Support

Complaints Procedure

Customer Support

We take every complaint seriously.

Our aim is to make the complaints process straightforward, transparent and fair. We will listen carefully to your concerns, investigate the matter thoroughly and keep you informed throughout the process.

Making a complaint will not affect the standard of service you receive from us. We use customer feedback to improve our services, internal processes and the advice we provide to businesses.

How It Works

Our complaints process

We follow a clear procedure to ensure your complaint is reviewed carefully and resolved as efficiently as possible.

Step 1

Contact our team

Please contact us by Full name,Business name,Business address,Telephone number,Email address ,A clear description/reason for the complaint ,Relevant account or reference numbers ,Relevant dates, documents or correspondence, The outcome or resolution they are seeking

Step 2

Complaint acknowledgement

"We will acknowledge your complaint within 72 business hours of receipt and provide details of the person responsible for reviewing it. We may contact you if further information is required."

Step 3

Investigation

"We will review the relevant documents, communications and account information and aim to resolve your complaint within 14 working days of receipt. Our team will assess the circumstances fairly and consider the resolution you have requested. If we are unable to provide a resolution within 14 working days, we will keep you updated and provide an estimated response time via your preferred method of communication."

Step 4

Our response

"We will provide a clear response explaining our findings, any action we intend to take and the options available to you if you remain dissatisfied with the outcome."

Information to include

What you can expect

Your complaint will be handled confidentially
You will be treated fairly and professionally
We will investigate without unnecessary delay
We will communicate with you in clear, understandable language.
We will explain the reasons behind our final decision
We will identify improvements where appropriate

If you remain dissatisfied

“If we are unable to resolve your complaint to your satisfaction, or eight weeks have passed since you first raised your complaint with us, you may be eligible to refer your complaint to the Energy Ombudsman.

You may also be able to refer your complaint sooner if we issue a deadlock letter confirming that we are unable to reach an agreed resolution.

The Energy Ombudsman provides an independent and impartial dispute resolution service.”

Submit a Complaint

Tell us how we can help.

Please send your complaint to our customer support team using the contact details provided. We recommend submitting complex complaints by email or post so that all relevant information can be reviewed.