Make a complaint

Four step process

We have a four step process to deal with all complaints we receive from business customers:

Step 1

Please contact our Customer Services Team and an advisor will do all they can to try to resolve your complaint straight away.

Complaints Form

Step 2

If we can’t resolve your complaint immediately, or if you are unhappy with the outcome of your complaint, we will escalate it to our Customer Relations Team to investigate further.

Step 3

Some complaints are more complex, and take more than 24 hours to resolve. We will escalate these complaints to our Executive Complaints Team who will manage these complaints and will keep you regularly updated throughout the complaint process.

Step 4

We are confident that your complaint will have been resolved at this point, but if we still can’t agree a way forward our Customer Services Director will be happy to re-examine your case.

For full details of how your complaint will be managed, please click on the link below:

• Complaints handling procedure

Each year we publish a short report, to let consumers know about our complaint handling performance. To read the most up-to-date information, please click on the link below.

• Annual complaints report

In the unlikely event that we haven't been able to resolve your complaint within 8 weeks or you've received our Final Response Letter and you're still dissatisfied you can refer your case to the Ombudsman Services: Energy. For further information, follow the link below.

• Further contact information