Making a complain on Gas/Electricty Contract
We seek to provide excellent service but understand that sometimes things can go wrong. We’ll work hard to resolve any issues as quickly as possible with the following approach:
APPROACH TO COMPLAINTS HANDLING
- We will try to resolve any complaints as soon as possible
- We will always provide you with an explanation and an apology wherever we have caused the problem
- You will speak to the same Complaint Handler throughout the complaints process
MAKING A COMPLAINT
If you contact us via telephone1, our Customer Success team will attempt to resolve the matter with you immediately. However, if the matter cannot be immediately resolved the advisor will raise a complaint ticket internally for one of our specialist handlers to investigate the matter. Alternatively, you can raise a complaint to us on our website or by email to email@example.com.
Our Complaints team will acknowledge your complaint within 1-2 working days.
We will endeavour to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so we will keep you updated with the new timescales we put in place for resolving your complaint.
RESOLVING A COMPLAINT
The Complaints handler will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.
The remedies you could receive as part of a resolution are:
- An apology
- An explanation as to what’s happened
- Actions taken to resolve the issue
- Compensation awarded
UNHAPPY WITH THE OUTCOME?
You can request for one of our complaints reviewers or complaints manager to review the complaint to ensure a fair outcome for your complaint. We will keep you up to date during this process and aim to provide a final resolution as soon as possible.
COMPLAINT DEADLOCK AND ENERGY OMBUDSMAN
If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your it, we will deadlock the complaint. A letter will be sent advising you of the deadlock. This means that you can go to The Energy Ombudsman with your complaint.
If your complaint is more than 8 weeks old, and we have not come to a resolution, you will receive a letter advising you are within your rights to contact The Energy Ombudsman.
The Energy Ombudsman will liaise with us directly to try and come to a resolution. Their services are free for you to use and they’re entirely independent. They don’t take sides and their decisions are based only on the information they have.
You do not have to accept their decision, but if you do, we’ll act on what they say. That might mean us saying sorry, explaining what’s gone wrong, fixing the problem, or paying you compensation.
- If you contact The Energy Ombudsman, they will investigate your case and we are unable to work with you directly to resolve the complaint.
- If you have not contacted The Energy Ombudsman, we will still be able to work with you directly to resolve the complaint.
CONTACT DETAILS FOR THE ENERGY OMBUDSMAN
Phone: 0330 440 1624
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
INDEPENDANT HELP OR ADVICE
You can gain free independent and impartial advice from Citizens Advice or Advice Direct Scotland as these are the official sources of free independent energy advice.
CONTACT DETAILS FOR CITIZENS ADVICE
Phone: 0808 223 1133
CONTACT DETAILS FOR ADVICE DIRECT SCOTLAND
Phone: 0808 196 8660
You can contact us in any of the ways listed below:
Call us on 02033768686 between 9am – 5:30pm, Monday to Friday