How are we doing?
We take all complaints we receive seriously and use them to improve the services we offer to our customers. If you feel that you need to make a complaint, all the information you need is below.
We aim to provide you with the best possible customer service. The Customer Service Advisors are trained to offer you the best experience and will do their best to help and assist with any complaints you may have.
Our aim is to resolve customer complaints within 2 working days, however, some complaints may be more complex and may take longer. You can raise a complaint by:
To view our complaints management process in full, please click here.
You can also obtain a copy of our complaints handling procedure by phoning us on 0800 6444 451 or by emailing us.
It’s easy to get free, independent and impartial advice so that you “know your rights” as an energy customer. 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 to help if you’re struggling to pay your bills.
To "know your rights", visit Citizens Advice for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06.
To talk to a Welsh speaking adviser please telephone 03454 04 05 05 or visit the Citizens Advice website.
For free advice on ways to cut the amount of energy you are using, speak with our trained energy saving advisors on 0800 093 7537.
Our complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. A copy of these Regulations can be found here. If you would like a hard copy of these regulations you can buy these from The Stationery Office (TSO). The TSO has an online bookshop here or by calling 0870 600 5522.