We’re really proud of our history of delivering excellent customer service. We work hard to ensure all of our staff are well-trained and highly knowledgeable across all areas of the business. Even with the best will in the world, we all know things can go wrong from time to time. If that happens we want to hear from you to put things right again.
When resolving your complaint we will always offer an explanation and an apology. If required and appropriate, we will also take remedial action and may award you compensation.
Our complaints process
Step 1: Get in touch
However you want 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.
In person or in writing:
Monkton Park Offices
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 complaints are handled between 8:30am and 5:00pm Monday to Friday excluding bank holidays.
Step 2: Internal review
We will make every effort to resolve your complaint immediately. If we haven’t been able to come to a mutually acceptable resolution after step 1, 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 5 working days.
Step 3: Independent help and advice
At any point in the complaints process, you have the option of contacting Citizens Advice. For free, confidential and impartial advice on your situation, you can contact Citizens Advice consumer service on 03454 04 05 06 (for a Welsh speaking advisor, call 03454 04 05 05), or you can complete their handy form here. To find out more about your rights, you can download the PDF at the bottom of this page. You can also get impartial information from your local Citizens Advice Bureau.
If we’ve not been able to resolve your complaint through steps 1 & 2 we will issue you with a letter outlining our final decision, known as a “deadlock” letter. This gives you the right to have a free, independent review of your complaint carried out by the Energy Ombudsman. As part of resolving your complaint 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.
Contact details for the Energy Ombudsman
What are my rights?
You also have the right to a free independent review carried out by the Energy Ombudsman if we have not been able to resolve your complaint after eight weeks. We will write to you to let you know when your complaint is eight weeks old.
Phone: 0330 440 1624
Textphone: 0330 440 1600
Citizens Advice Know Your Rights.pdf pdf 81KB