Complaints Policy

Stage 1 – Acknowledgement

We will acknowledge your complaint within 5 working days.

You will receive a unique complaint reference number for future correspondence.

Stage 2 – Investigation

Our team will carefully review the relevant information, including:

We may contact you if additional information is required.

Stage 3 – Resolution

We aim to resolve complaints as quickly as possible.

Where additional investigation is required, we will keep you informed of progress.

Our objective is to provide a final response within 8 weeks.

Fair Treatment

Every complaint will be handled:

• Fairly
• Impartially
• Confidentially
• Professionally

Professionally Submitting a complaint will never affect the quality of service you receive from us.

Stage 4

If you remain dissatisfied with the resolution initially provided, you can escalate your concerns to a Quality Assurance Officer.

If you are a microbusiness and your complaint relates to the energy services we offer, you might be able to escalate your complaint to the energy Ombudsman Services. You might be able to use their service if we are unable to resolve your complaint within 8 weeks from the date your complaint was raised or are unhappy with our final response to your complaint (i.e., you have received a ‘deadlock’ letter). Their service is free and impartial for you to use; you can contact them by visiting their website here, and contacting them by phone, email, and post.