How to make an energy supply or FIT complaint

Step 1: Get in touch


Making a complaint is free of charge. Whichever method you choose to get in touch, we will aim to resolve your complaint in your first contact with us or by the end of the next working day.

You can submit your complaint:

By using our online form.
By email: hello@goodenergy.co.uk
By phone: 0345 034 2400
Or in person or in writing: Good Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH

If we haven’t been able to resolve your complaint by the end of the next working day, we will be in touch within five working days and regularly thereafter until your complaint is resolved.

Our team are available between 9am and 5pm Monday to Friday excluding bank holidays.

Complaints form

Step 2: We’ll review your complaint


We will make every effort to resolve your complaint immediately.

If we haven’t been able to come to a mutually acceptable resolution, you can raise the matter with your complaint handler who will ensure an independent internal review is carried out.

Once again, we will aim to carry out this review and reach a resolution within five working days.

Step 3: Independent support with your complaint

Citizens Advice

At any point in the complaints process, you have the option of contacting Citizens Advice or Advice Direct Scotland for free and independent energy advice

They can refer you directly to the Extra Help Unit if you need additional support to resolve your energy complaint.

You can find more information about your rights here.

Phone: 0800 144 8848
Website: www.citizensadvice.org.uk

Phone: 0808 196 8660
Website: https://advicedirect.scot

Energy Ombudsman

If we’ve investigated your complaint but haven’t been able to reach an outcome you’re happy with, we’ll send you a “deadlock” letter. This confirms that we’ve reached the end of our internal complaints process, and gives you the right to have a free, independent review of your complaint carried out by the Energy Ombudsman.

You can also ask the Energy Ombudsman to review your complaint if it hasn’t been resolved within eight weeks. We’ll write to let you know when your complaint is eight weeks old.

Following their review, the Ombudsman may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman make will be binding on our company, but not on you, so you can seek further advice if you wish to.

Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org

To review our complaints performance, please click here.

Need additional support?

If you need additional support when making a complaint, or would like this information in an alternative format, please contact Good Energy and we’ll be happy to help. This includes providing information in alternative formats or offering extra assistance to ensure your complaint is handled fairly and promptly.

You can contact our team:

By email: hello@goodenergy.co.uk
By phone: 0345 034 2400
In writing: Good Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH

Our team are available between 9am and 5pm, Monday to Friday, excluding bank holidays.