Learn how we handle complaints swiftly and fairly, ensuring your concerns are resolved with care and transparency.
If you have a complaint, reach out to us via phone, email, post, or our online complaint form.
We’ll confirm receipt of your complaint, assign a dispute handler, and provide a reference number for tracking.
Our team will thoroughly investigate your complaint and aim to resolve it within 7 working days, keeping you informed if more time is needed.
We’ll provide a clear, final response based on our investigation. If unresolved, the complaint may be moved to deadlock status.
If you disagree with our findings, you can challenge them by providing additional information or evidence.
If the complaint remains unresolved, you can refer it to the Energy Ombudsman for a free, independent review.
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