Making a complaint. We’re sorry you’re not happy. Get in touch and we’ll sort it out for you.

You can quickly and easily tell us about your complaint online.

Ways to make a complaint

You can find answers to frequently asked questions in our Help and Support section, and if you have a general enquiry, you can contact us on Live Chat. Or, just let us know which product or service you’re unhappy about, and we’ll put you through to one of our team.

Make a complaint

Our complaints process

We’ll give your complaint our full attention and keep you up to date with progress. It’s important to us that we resolve the issue for you as quickly as possible.

Step 1: Contact us and let us know what has happened and what you want us to do to put it right. Depending on your complaint type, you'll be able to contact our team by webform, live chat, telephone or by post.

Step 2: We’ll work with you to resolve the matter as quickly as we can.

Step 3: We will let you know what we have done to resolve your issue and bring the matter to a close.

If after that, you’re unhappy with the outcome or it’s taken us longer than 8 weeks to reach a solution, you have the right to take matters further. We work with a number of Energy Ombudsman and dispute resolution providers who will consider complaints about our range of service, products and financial services matters.

Further support

Our Complaints Procedures

You can view and download a copy of our complaints procedures and policies below, which will tell you more about our company processes.

Energy - We're listening (PDF 2.6MB)

Home Services - How we handle complaints (PDF 805.9KB)

Boiler or heating installations - Home Installations for the sale of loans (PDF 81.0KB) or Domestic Central Heating Installations (PDF 99.2KB)

Complaints Performance

We strive to give you excellent service which is why we take every complaint seriously.
View our complaints performance

Need more support?

Has your top-up not appeared on your Pay As You Go meter?

If your top-up hasn’t appeared automatically, here are the instructions for manually topping up your Smart Pay As You Go Meter.

How do I manually top up my meter?

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.

Arrange a callout