Complaints Procedure

Help Guides

How do I make a complaint?

If there's an issue with your account and you would like to make a complaint, please firstly contact our UK Customer Services on 01903 703400. We always aim to resolve complaints promptly and professionally. If you are not happy that the complaint has been resolved to your satisfaction, please follow the steps outlined in the complaints procedure on the right-hand side.


Who can I contact for independent advice?

The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues from contract issues to making a complaint or advice if you’re struggling to afford your bills. Contact the Citizens Advice consumer service on 03454 04 05 06 or visit www.adviceguide.org.uk.


How long does it take to resolve a complaint?

We endeavour to resolve all complaints on the first call, without inconvenience to your business. If you are not satisfied with the outcome, you may be asked to submit the complaint in writing to the Customer Services Manager. We aim to conclude all complaints within 20 working days of receipt.


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Call our UK Customer Services on 01903 703400.

(Mon-Thu, 8.30am-5.30pm, Fri 8.30am-5pm)