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.

Make a complaint

Help with your smart meter

If you have a problem with your smart Pay As You Go meter, our guides and FAQs can help.

Help with your smart PAYG 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

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.

Get help with an energy problem

You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.

If you live in England or Wales, go to citizensadvice.org.uk/energy to contact the Citizens Advice consumer service. Calls are free.

If you live in Scotland, go to energyadvice.scot to contact Advice Direct Scotland. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.