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Complaints

If we haven’t met your expectations, we want to work with you to put it right as fast as we can. Learn about what’s involved in our fair and transparent complaint process.

How to make a complaint

The first step is to get in touch with our team in one of the following ways.
phone-complaints
Phone
020 7870 4940
(Mon - Fri 8am - 5pm)
mail-complaints
write-complaints
Write
245 Hammersmith Road,
London, W6 8PW
hamburger-complaints
Online
Fill in our online form
Please include your company name and account number, your full name and a contact number, and a clear description of your complaint, along with any supporting documents.

What happens next?

Once your complaint has been received, we follow a three-step process to make sure it’s resolved as soon as possible:
1.
We acknowledge.
We’ll record your complaint and send you an acknowledgement email, complete with the details of your complaint and a unique reference number.
2.
We investigate.
We’ll do our best to provide you with a resolution within 4 weeks.
3.
We finalise.
If your complaint is complex and requires further investigation, we’ll be sure to keep you updated and provide a final response within 8 weeks.

Still not happy?

If you’re not satisfied with how your complaint has been resolved, we will issue you a notice of deadlock. You can then take your case to one of the following organisations.

Group 119

 

Energy Ombudsman

The Energy Ombudsman provides a free, impartial service to help resolve disputes between consumers and energy suppliers.

Phone: 0330 440 1624 (Monday - Friday, 8am - 6pm)

Email: enquiry@energyombudsman.org

Write: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Website: www.energyombudsman.org
This service is available to microbusinesses and small businesses.

Citizens Advice Logo

Citizens Advice

Citizens Advice offers free, confidential and impartial advice on consumer rights, obligations and entitlements.

Phone: 0808 223 1133 (England) or 0800 028 1456 (Scotland)

Website: www.citizensadvice.org.uk or www.cas.org.uk

    Our complaints policy

    For more details, please download our complaints policy.
    Download now