Get a quote  

Step 1. Get in touch

Contact us

Step 2. Escalation of your complaint

Email us

Step 3. If you are unhappy with the outcome

Contact the Energy Ombudsman

1. Get In Touch

You can raise a complaint by:

Phone Icon

Phone

Call us on:

0330 390 4510
Monday to Friday: 09:00-17:00

Post Icon

Post

Write to us:

Valda Energy, Unit 11 Talisman Business Centre, Talisman Road, Bicester, OX26 6HR.

Webform

Webform

Completing our webform:

Please provide all relevant details relating to your complaint below.

If we are unable to resolve your complaint immediately, we will provide you with a timeframe within which we will work to address your issue and update you within 5 working days. Once a resolution has been agreed, our team will take all necessary steps to ensure it is fully implemented.

2. Escalation of your Complaint

If you are dissatisfied with the resolution proposed by our team, you can escalate the complaint to our Customer Relations team by emailing customerrelations@valdaenergy.com. A dedicated complaints specialist will be assigned to your case and will work with you to achieve a successful outcome.

Alternatively, Citizens Advice can offer free impartial and confidential advice on energy supply issues if you need help with an energy problem. They can help with bills, meters, and payment difficulties.  

You can contact Citizens Advice by free phoning:

Monday to Friday, 09:00-17:00 

Alternatively, you can visit their websites:

3. If you are unhappy with the Outcome

If your complaint has taken more than 8 weeks to resolve or if we have been unable to reach a resolution and you have been issued with a deadlock letter, you can take your complaint to the Energy Ombudsman. If you have been issued with a deadlock letter, you have 12 months to raise your complaint with the Energy Ombudsman. 

The Energy Ombudsman are an independent service and completely free to use. They are impartial and will conduct a full review of your complaint and the actions that we took to resolve it. They will base their decisions only on the information that they receive.

You don’t have to accept their decision, but if you do, we will act on what they say. This could include an apology, resolving the issue or compensation. 

Contact details for the Energy Ombudsman:

Phone: 0330 440 1624. Monday to Friday, 08:00-20:00 and Saturday 09:00-13:00.

Email: enquiry@energyombudsman.org.

Website: https://www.energyombudsman.org/how-we-can-help

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

Making a complaint about an Energy Broker

If you are not happy with the service provided by your energy broker (also known as a Third-Party Intermediary, or TPI), you should contact them in the first instance and ask for a copy of their complaints handling procedure.  

If you are still not satisfied, you may refer your complaint to the Energy Ombudsman.

All brokers we partner with are required to be a part of an Alternative Dispute Resolution (ADR) scheme. To find out which scheme your broker is affiliated with, you should contact them directly or you can contact us, and we will be able to advise you.  

There are three available schemes.  

Valda Energy Complaints Form

A member of the relevant team will respond within 5 working days.  

We can produce any written (physical or electronic) communication in large print, alternative languages and Braille (physical only). You must request this support when you raise your complaint.  

Additional Support

If you’re a micro business or a small 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. They are impartial and base their decisions only on the information that they receive.

If more than 8 weeks has passed since you submitted your complaint and we still have not resolved it, you will receive a 'deadlock' letter detailing our final decision. You have 12 months from receiving this letter to refer to your complaint to the Energy Ombudsman. 

Contact details for the Energy Ombudsman:

Phone: 0330 440 1624, Monday to Friday, 08:00-20:00 and Saturday 09:00-13:00.

Email: enquiry@energyombudsman.org.

Website: https://www.energyombudsman.org/how-we-can-help

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


Citizens Advice provides free and independent energy advice and support. If you need further assistance with resolving your energy complaint they can refer you to the Extra Help Unit service.

You can contact Citizens Advice by free phoning:

Monday to Friday, 09:00-17:00 

Alternatively, you can visit their websites:


If you are struggling financially or need advice regarding debts:

StepChange

If you’re struggling financially, the charity StepChange can offer you free and independent debt advice:

Monday to Friday, 08:00 to 20:00. Saturday, 08:00-18:00

National Debtline 

National Debtline is a charity run by the Money Advice Trust. They can also help you with debt support:

Monday to Friday, 09:00-20:00. Saturday, 09:30-13:00

 


Energy Saving Trust

The Energy Saving Trust can provide information on energy efficiency and offer advice to help you save on your bills:

You can visit their website at https://energysavingtrust.org.uk/


Or by phoning:


Ofgem are the independent energy regulator for Great Britain (England, Scotland and Wales). They do not have a direct role in investigating or resolving complaints, whether about your supplier or broker.

Ofgem offers general advice for consumers and small businesses. For free and impartial advice, you can view Ofgem's website: 

Complaints about Ofgem

If you would like to raise a complaint about Ofgem, then you can view their complaints page.


Yes, we can provide any written (physical or electronic) communication in large print, alternative languages and Braille (physical only). To request this, then please speak to a member of our team directly.

If you live in Scotland then you can visit British Sign Language Scotland, to find out about their 24/7 support service.


To find out whether your business is classified as a small business or microbusiness, you can view Citizens Advice definition page.


© 2025 Valda Energy - All rights reserved.