Complaints procedure

At Good Energy, we understand that once a customer has taken time to complain, things have really gone wrong. Where possible our customer services team will deal with your complaint and ensure that all your concerns are dealt with. 

However, we recognise it’s not always that simple and sometimes we need a specialist team to manage a particular problem, which is where our complaints team comes in.

Our complaints performance     Contact us    Complaints procedure form

Our commitments

  • If you call us with a problem, we’ll do what we can to get things sorted whilst you’re on the phone.
  • If you write to us with an issue, we’ll do our best to resolve it by the end of the first working day after we receive your letter or email. It’s helpful if you let us know your contact details, so we can come back to you as soon as possible.
  • If you tell us about the problem in person at our offices, we’ll aim to get things resolved while you’re here. 

We hope to resolve your complaint fully or agree some form of resolution by the end of the working day after you first got in touch with us. But if we can’t, we’ll call on our complaints team to help. Our specialist complaints team will own your issue and work with you to reach a solution that you’re happy with.

At this stage if we can’t get to the bottom of your complaint, you are not happy with the progress being made or simply or if you want us to take a deeper look into the issue you can contact the Complaints Manager at customerservices@goodenergy.co.uk.

 

Ombudsman Services: Energy

If we haven’t been able to resolve your complaint within 8 weeks or we can’t agree a way forward with you, we will write and let you know that you have the right to pass your complaint to the Energy Ombudsman. They’ll carry out a free, independent investigation into the matter on your behalf. They are totally independent and will make a decision on the information available.

You don’t have to accept their decision, but if you do Good Energy will action what they say. They could ask us to apologise or take remedial action, which may involve compensation.

To get in touch with the Ombudsman Service:

Phone: 0330 440 1624

Email: osenquiries@os-energy.org

Website: www.os-energy.org

 

Citizens Advice

If you need independent advice you can also visit Citizens Advice

Citizens Advice (formerly The Citizens Advice Bureau) is there if you ever need impartial help or advice – at any point. It’s free to access, and you can drop in to your local branch in person, call the consumer service team on 03454 04 05 06, or visit their website.

At Good Energy we appreciate anyone who takes the time to contact to tell us about our service, complement or not, it helps us build our team and ensure that we are dealing with customers’ needs in the best way possible.

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