How to make a complaint

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:

Good Energy
Monkton Park Offices
Monkton Park
Chippenham
SN15 1GH

By phone: 0345 034 2400
By email: hello@goodenergy.co.uk

Or contact the team directly by using our online form.

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.

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.

Independent help + 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.

Where we are unable to resolve your heat pump complaint using steps 1 & 2, as a Which? Trusted Trader we use Which?’s dispute resolution Provider for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 02922670040.