Our process to resolving your complaint

Step 1

Contact our Customer Service Team with your complaint. Our aim is to resolve your complaint at the time of the first contact (where appropriate and possible). A record will be made on your account of any conversations and resolution reached.

If we need to collect more information or make some investigations into the issues raised we will arrange further contact with you. At this time, we will provide you with a unique complaint reference number.

Step 2

If you feel that your complaint has not been handled to your satisfaction, you may ask for a review by a manager. Subject to availability, a member of our management team will discuss the issue with you between the hours of 8am to 7pm Monday to Friday.

We will endeavour to respond to you within 2 working days, identifying necessary steps that we believe are required to resolve your complaint. This may include an explanation, apology and/or details of any actions we have taken to resolve the complaint.

Step 3

If you are not happy with the response from our Customer Service Team, you can contact our Complaints Team directly at customer.complaints@e.org, where our representatives will aim to resolve your complaint and respond within 10 working days.

Step 4

If we have told you that there is nothing more that we can do to resolve the complaint to your satisfaction, we will issue a 'Deadlock' letter. You may choose to then escalate this complaint to Energy Ombudsman.

Energy Ombudsman are a free and independent service whose remit is to resolve customer complaints in an impartial way. Once a complaint has been passed to Energy Ombudsman they will then investigate the issue on your behalf. You are not bound by their ruling and can seek further advice if you feel it would be appropriate. You can also refer your complaint to Energy Ombudsman if the complaint has not been resolved within 8 weeks of the start date of the complaint.

Any decision the Energy Ombudsman makes is binding on our Company however, not on you therefore, you can decline their offer and seek further advice. You may however, be referred back to E if you have not followed the Complaints Handling Procedure identified above.

Potential outcomes from your complaint

When able to resolve your complaint we will:

• apologise for the issue and the fact you have had to contact us to have your complaint resolved
• resolve your issue and where possible, explain what went wrong
• consider if a goodwill payment is appropriate as part of the resolution to your complaint.

Complaint performance

You can check our current complaint performance here:

• View our Quarterly Complaints Performance
• View our Annual Complaints Performance

Contact Energy Ombudsman

Post:
Energy Ombudsman
P.O.Box 966
Warrington
WA4 9DF

Phone: 0330 440 1624 (Monday to Friday, 8am – 8pm, and Saturday 9am – 1pm)
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.org

Citizens Advice Bureau

The Citizens Advice consumer service provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use. Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

If you live in England or Wales, go to citizensadvice.org.uk/energy or call free on 0808 223 1133. For Relay UK, call 18001 then 0808 223 1133. To contact a Welsh-speaking adviser call 0808 223 1144.

If you live in Scotland, go to energyadvice.scot or call free on 0808 196 8660

For British Sign Language enquiries, go to contactscotland-bsl.org.

Alternatively, you can visit:

• Citizens Advice Consumer Guidance

You can download a copy of our Complaints Handling Procedure here