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

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.

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.

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