Complaints

Firstly, please get in touch with our dedicated customer services to discuss the matter, we’ll do our best to help and resolve the issue straightaway. If you’re still not satisfied, they will advise you of our complaints procedure and what to do next.

We value your time and will always try to resolve things as quickly as possible. Our full complaints handling procedure can take a maximum of eight weeks to complete, depending on the severity of the matter. The procedure also includes opportunities for the complaint to be escalated internally, if required. 

Our formal complaints procedure can be found in the useful documents section of this page. A copy can also be requested from our customer services team at any time.

If we have provided you with a deadlock/final offer letter or can’t resolve the matter within 8 weeks, the Energy Ombudsman (Ombudsman Services), the Citizens Advice Consumer Service and/or Advice Direct Scotland may be able to assist you. 

For free, independent energy advice and support, you can contact Citizens Advice on 0808 223 1133 or via citizensadvice.org.uk/energy and/or Advice Direct Scotland on 0808 196 8660 or via energyadvice.scot.

If we provide you with a deadlock/final offer letter or have not resolved your complaint within 8 weeks, you can escalate this with the Energy Ombudsmen by contacting them on 0330 440 1624 or via www.energyombudsman.org.

New regulations for micro business and small business customers means that suppliers must only work with TPIs, Brokers and Sub-Brokers who are signed up to the Alternative Dispute Resolution (ADR) scheme. This is managed by the Ombudsman Services whereby any TPI (including Aggregators and their Sub-Brokers) who service micro businesses and small businesses need to register with the scheme. Please go to the Energy Ombudsmen website for further details.