This was last updated on 30th April 2021 – Version 1.3
To see our complaints performance, click here.
Step 1: If we didn’t get it right
We’re sorry. We want our customers to get the very best from us, so we’re always working hard to make sure that we get things right the first time. If this isn’t the case please let us know as soon as you can, and we’ll do everything we can to put things right as quickly as possible for you.
Step 2: Get in touch
So that we can try to resolve any query that you might have, please get in touch with our Customer Services Team.
- Speak to one of our Customer Service Team on 0333 405 5555 who will be there to help 9:00-17:30 Monday-Friday.
- Send an email to our Customer Services Team to firstname.lastname@example.org.
- Contact us by filling out the form on our contact page.
- Or if you prefer to write to us, our postal address is The White Building, 1-4 Cumberland Place, Southampton, SO15 2NP. (Please include your name and contact details in your letter as we may need to talk to you about your complaint).
Step 3: What happens next
Upon contacting our Customer Service team, we will investigate the matter thoroughly and respond to you letting you know of possible solutions. Some remedies that may be available to you could include:
- An apology;
- An explanation;
- The taking of appropriate remedies or action by us;
- The award of compensation in appropriate circumstances.
Step 4: Our Promise to you
We will always aim to do our very best in trying to resolve the matter within 24 hours for you. If we’re unable to do this then we’ll let you know there, and then, we’ll keep in touch with you every step of the way. We will provide you with regular updates via your chosen method of communication, explaining exactly what it is we’re doing to put things right for you.
Step 5: If you’re still unhappy
We hope we’ll be able to put things right for you and that you’ll be happy with the outcome. If you’re not then please let us know as soon as possible.
You can choose to escalate the matter to one of our Customer Service Managers, who would be happy to look again at the matter with an aim to resolve it. If a Customer Service Manager is not immediately available they will contact you within 24 hours via your chosen method of contact.
We hope that you won’t be, but if you are still unhappy after speaking with one of our Customer Service Managers you can request a final response from us and request that we send you a “deadlock letter”.
The “deadlock letter” will explain that we have been unable to resolve the matter to your satisfaction and will recap on exactly what’s happened and the action we’ve taken. The “deadlock letter” will also give you contact details for independent organisations that can offer you free advice.
If you remain unhappy with the information we have provided to you in the “deadlock letter”, or if it has been 8 weeks or more since you first complained to us, then you may wish to contact the Energy Ombudsman.
Step 6: Independent advice
Contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support.
Go to: citizensadvice.org.uk/energy or call their consumer service on 0808 223 1133 Mon to Fri, 9am-5pm.
The Energy Ombudsman is another independent organisation who provides advice that is completely free and impartial. They also investigate complaints in cases where there has been no resolution after 8 weeks or a deadlock letter has been issued.
To log a complaint, you should visit their website www.Ombudsman-Services.org and click the 'Complain now' button.
Or to contact them, phone them on 0330 440 1624 (Monday to Friday 9 am to 6 pm, and Saturday 9 am to 1 pm)
We are obliged to follow any recommendations made by the Energy Ombudsman, so if they decide that we should do more to help you, we will.
Our Complaints Performance
|Quarter||Complaints received||Complaints received per 100,000 customer accounts||Complaints resolved||Complaints resolved per 100,000 customer accounts||Complaints resolved by the end of the next working day||Complaints resolved within 8 weeks|
|Jan - Mar 21||1,446||562||1,217||473||82%||100%|
|Oct - Dec 20||749||293||756||296||49%||95%|
|Jul - Sep 20||734||299||681||278||41%||95%|
|Apr - Jun 20||608||290||525||251||57%||99%|
|Jan - Mar 20||671||420||627||392||70%||98%|
|Oct - Dec 19||668||644||660||637||90%||98%|
|Jul - Sep 19||307||296||306||295||91%||100%|
|Apr - Jun 19||238||399||219||367||95%||100%|
|Jan - Mar 19||319||619||314||610||89%||99%|
|Oct - Dec 18||391||966||380||939||81%||100%|
|Jul - Sep 18||75||244||73||238||59%||100%|
We're proud of the progress we've made in improving our performance, with the vast majority of our complaints being resolved by the end of the next working day. Sometimes things take a little more time, usually because we need to get in touch with other industry partners.
We're not stopping here! We're going to keep working to resolve any complaints we receive as fast as possible.