Our complaints service and external support.
We'd like you to be happy with our service. However, we know that sometimes things can go wrong. If you have a complaint, we’ll do everything we can to resolve it with you as quickly as possible.
- 1 Let us try and resolve your problem
Please give us the chance to put things right by contacting our Customer Services Team. Our details are on your bill and on our contact page. If you call us, of course we’ll apologise straight away. We’ll do what we can to resolve the problem there and then, but if our Customer Service advisers can’t do that, or if you contact us by post or email and we can’t answer your query, we’ll pass the information over to our Complaints Team immediately (see step 2).
- 2 We’ll open a case and assign a dedicated case handler
Our Complaints Team will open a case and give you a reference number, usually within five working days. Your dedicated case handler will investigate your complaint in detail, and they’ll work with you to resolve your problem as quickly as possible. We’ll usually do this within 30 working days, but if it takes longer than this we’ll tell you how long it’s likely to take and keep you informed of our progress throughout. If our Complaints Team can’t agree a solution with you, they’ll pass your complaint to our Complaints Manager (see step 3)
- 3 Our management will review and investigate
Our Complaints Manager will review the actions we’ve taken and any letters, emails and phone calls between us. They’ll also review the way we’ve handled your complaint if you tell us you’re not happy. They’ll usually do this within five working days. If we’ve investigated everything and still can’t agree a way forward, we’ll send you our ‘final position’ letter (also called a ‘deadlock’ letter). If you’re a microbusiness customer, you have the right to take your complaint to the Energy Ombudsman, and this letter will tell you how to contact them.
Microbusiness Customers Independent review
If you’re a microbusiness customer and we’ve sent you our ‘final position’ letter or we haven’t been able to resolve your complaint within eight weeks, you can take your complaint to the Energy Ombudsman. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use their services, and they’re totally independent – so they don’t take sides, and they make their decision based only on the information available.
If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what’s gone wrong, correct the problem and give you a financial award. You don’t have to accept their decision.
What is a Microbusiness customer?
Microbusiness customers are defined by energy regulator Ofgem as businesses that use not more than 100,000kWh of electricity per year, or not more than 293,000kWh of gas, or have fewer than 10 employees (or their full-time equivalent) and an annual turnover or annual balance sheet total of €2 million or less).
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues and can be consulted at any point during the complaints process. Please also see their know your rights leaflet.
Ways to contact the Citizens Advice Consumer Services:
- Visit citizensadvice.org.uk/energy
- Complete their online form
- Call the Citizens Advice consumer helpline on 03454 04 05 06
Ways to contact the Ombudsman Service: