Gas & electricity complaints process
For gas & electricity complaints follow these 2 easy steps.
Contact us in the following ways:
- Email: Contact us
- Phone: 0800 072 8632*
- Post: Complaints Management Team, PO Box 226, Rotherham, S98 1PB
If you’re not happy with the resolution of your complaint please contact Kevin Roxburgh, Director of Customer Service via his dedicated team at the above address or:
- Email: email@example.com
- Phone: 0800 107 0184*
Naturally we want to resolve your problem immediately. When you contact us to make a complaint we will apologise, provide you with an explanation or confirm what actions need to be taken - this may include a goodwill gesture or compensation.
* Lines open Monday to Friday 8am - 8pm and Saturday 8am - 6pm.
If you need more advice
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues and can be contacted at any stage of the complaint process. Visit citizensadvice.org.uk/energy, call the Citizens Advice consumer helpline on 03454 04 05 06 or complete their online web form.
The document produced by the Citizens Advice service provides more information about where energy consumers can get free independent information and advice about their energy supply and ways to reduce their energy bills. You can download the document below:
Download the 'Know your rights' leaflet
If your complaint is unresolved after 8 weeks
If you have followed steps 1 and 2 above, and your complaint is still unresolved at 8 weeks, or if we have issued you with a deadlock letter, you have the right to refer your complaint to Ombudsman Services: Energy.
Ombudsman Services: Energy
The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use their services and they are totally independent – they do not take sides and make their decision based only on the information available. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.
You can contact the Ombudsman by:
- Phone: 0330 440 1624
- Textphone: 0330 440 1600
- Fax 0330 440 1625
- email: firstname.lastname@example.org
- Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
You’ll find the Ombudsman’s factsheet, which gives you full details of their services and how they can help, on their website ombudsman-services.org/energy.
Know your rights
It’s easy to get free, independent advice so that you ‘Know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.
To ‘Know your rights’ visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06.
If you would also like to view a copy of the "Gas & Electricity (Consumer complaint handling standards) Regulations 2008", please visit www.legislation.gov.uk.
View our Annual Consumer Complaint Report, which details how we’ve performed in relation to the number of complaints we weren’t able to resolve on the same, or next working day.