If we've got something wrong, let us know so we can put it right

Let us know if you have an issue

A member of our frontline team will try to solve the problem straight away wherever possible.

We’ll say sorry if we’ve made a mistake, explain what went wrong, and fix any issues.

If it’s appropriate, we may offer compensation to recognise the effect our service failure has had on you.

If we can't resolve it straight away:

Some issues are a bit trickier. These might take longer to fix, or for us to reach the right resolution. If that's the case – or you're not happy with our response – we'll escalate your complaint to one of our specialists. They'll keep you fully updated on the next steps, and the progress of the issue. We'll try again to get to a resolution that works for everyone.

How the complaints process works

Stage 1: Looking into your complaint

When you first contact us, it’s really important for us to find out as much as possible about the problem.

So we’ll need:

• Your details (including your account number)
• Some background information

It’s also helpful for us to know what you would like us to do to put things right.

We will:

• Do our best to find out what has gone wrong and put it right as quickly as possible. Explain what’s happened and what we’re going to do to put it right.
• Ask if you’re happy with our proposed solution.

If you are happy, we‘ll close your complaint once we’ve done everything that has been agreed.

Stage 2: Escalating your complaint

We’ll escalate your complaint to our specialist complaints team if:

• We’re not able to resolve your complaint within a day or two
• You’re not happy with what we’ve suggested
• The issue is more complex

The team are expert complaint handlers and can speak to contacts across the business to make sure we put right whatever’s gone wrong.

One of the team will contact you to make sure they understand your complaint and what you’d like us to do to put things right.

They will:

• Do their best to solve your problem as quickly as possible
• Keep you updated along the way
• Explain what needs to be done and how long this should take

Stage 3: Going to the Ombudsman

You can take your complaint to the Energy Ombudsman if:

• We’re not able to resolve your complaint to your satisfaction
• It’s already taken 8 weeks

(You don’t have to do this at this point if you’d rather we continued to work on a resolution.)

The Ombudsman is an independent and free service for you to use. They review all the actions we’ve taken to put your complaint right.

If they think we should have done more than we’ve offered, they’ll tell us what we are required to do.

  This can include:

• An explanation
• An apology
• A specific action, including compensation

You don’t have to accept their decision, but we do.

Energy Ombudsman

Other obligations

If part or all of your complaint is that we haven’t complied with our sales and marketing obligations, we’ll compensate you appropriately and in line with regulatory standards.

Internal review

You can request an internal review if you’re not happy with the way your complaint has been handled at any stage of the process.

This includes where you have agreed to a resolution but then feel that this might not be the right outcome.

Other sources of help

Citizens Advice

If at any point you need some independent advice, you are struggling to pay your energy bill or you have a problem with your meter, you can contact Citizens Advice.

Website: citizensadvice.org.uk/energy

Phone (England and Wales): 0808 223 1133

Relay UK: 18001 followed by 0808 223 1133

Welsh language service: 0808 223 1144

Monday to Friday, 9am to 5pm. Calls are free.

Advice Direct Scotland

Website: energyadvice.scot

Phone: 0808 196 8660

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

Monday to Friday, 9am to 5pm. Calls are free.

StepChange (debt support)

If you’re experiencing difficulties with money and you need advice, the free and independent debt advice service StepChange may be able to help.

Website: stepchange.org

Phone: 0800 138 1111

Monday to Friday, 8am to 8pm
Saturday, 8am to 4pm

National Debtline (debt support)

National Debtline is a charity run by the Money Advice Trust who may also be able to help you with debt support.

Website: nationaldebtline.org

Phone: 0808 808 4000

Monday to Friday, 9am to 8pm
Saturday, 9.30am to 1pm

Energy Saving Trust (energy efficiency advice)

Energy Saving Trust may be able to help you with energy efficiency advice.

Website: stepchange.org

Phone (England): 0800 444 202

Phone (Scotland): 0808 808 2282

Phone (Wales): 0808 808 2244

Phone (Northern Island): 0800 111 4455