Making a complaint. Did we get something wrong? Tell us about it.
Tell us which product or service you’re unhappy about, and we’ll put you through to one of our team.
Depending on your complaint type, you'll be able to contact our team by: webchat, webform, telephone or by post.
Or if you have a general enquiry, you can find information or start a webchat with an adviser in our Help and Support section.
Why has my Direct Debit changed?
If there’s been any changes to your auto-payments recently, we can help you understand why.
Help with your smart meter
If you have a problem with your smart Pay As You Go meter, our guides and FAQs can help.
Book an engineer appointment
And it’s not just boilers we look after. For help with electricals and heating or plumbing and drains, our expert engineers are here to solve.
Additional complaints information
Complaints handling procedure
View a copy of our complaints handling procedure We're listening (PDF 2.6MB).
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.
If you need independent advice
The Citizens Advice consumer service can give you free, confidential and impartial advice on your home energy contracts and billing. You can get in touch with them for advice anytime during the complaints process: