We’re sorry to hear that you have a complaint. We want to work with you to reach a solution that you’re happy with. If you have any issues or concerns, we want to hear about them so we can work towards resolving the problem quickly.
If you are not happy with the service provided by your energy broker (also known as a Third Party Intermediary), you should contact them in the first instance and ask for a copy of their complaints handling procedure.
If you are still not satisfied when they have completed their internal complaints procedure, you may refer your complaint to the Energy Ombudsman.
Find out more on their website: www.energyombudsman.org/
Contact Citizens Advice if you need help with an energy problem - for example with your bills or meters, or if you’re struggling to pay for the energy you use. They are the official source of free and independent energy advice and support.
Go to citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are free.
You can get in touch to make a complaint by:
We will do everything we can to offer a resolution within 5 working days.
If you feel that your complaint has not been resolved, you can contact Customer Relations who work directly with the Operations Director to review your concerns by:
We will respond to your escalated complaint within 2 working days.
If you are a micro business and feel that we have not resolved your complaint, the Energy Ombudsman may be able to help. They are an independent service and completely free to use.
You can get in touch with the Energy Ombudsman if it has been 8 weeks since you first made the complaint to us or if you have received a ‘deadlock’ letter from us. The letter details our final decision regarding your complaint. If you wish to refer your complaint to the Energy Ombudsman, you have 12 months from receiving the deadlock letter.
The Energy Ombudsman can be contacted by:
Call us on:
0330 390 4510
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Business hours: 09:00 - 17:00
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