Complaint Procedure
01.
Step 1
If something goes wrong or you are unhappy with the service you have received, please contact us at the earliest opportunity so we can work to resolve the issue as quickly as possible.
Typical response time: 24–48 hours.
02.
Step 2
If you remain dissatisfied with the initial response, you may escalate your concern to a Resolution Handler.
This step usually occurs within 4 weeks of the initial complaint (Step 1).
03.
Step 3
If the Resolution Handler is unable to resolve your complaint, you may escalate the matter to the final stage of our complaints process, where it will be reviewed by a Senior Escalated Resolution Handler.
04.
Step 4
If the complaint cannot be resolved internally, we will issue a Deadlock Letter no later than 8 weeks from the date the complaint was first raised. This allows you to escalate the complaint to one of our ADR Scheme providers:
Dispute Resolution Ombudsman
Energy Ombudsman
At each of the above stages, we aim to resolve your complaint within 5 working days where possible.