How to make a complaint

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


Step 1

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

Alternatively, you can submit a complaint online.


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

If you've gone through steps 1 and 2 of our complaints process but we still haven't been able to agree a solution, we'll pass your complaint to our Executive Complaints Team.


Step 4

We're confident that we'll have resolved your complaint by now, but if we still can't agree a solution our Head of Customer Relations will be happy to look at your case.

For full details of how your complaint will be managed, please see our complaints handling procedure (PDF, 1.40MB).

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 see our 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.