Although we do our best to provide fantastic customer service to all our customers, there may be instances where we’re not able to provide a resolution to your satisfaction.
If you have concerns or would like to make a complaint, please get in touch with our Customer Service team by phone on 0161 837 3395. Make sure to provide as much information as possible, so we can address your concern to the best of our ability.
We will endeavour to rectify the issue on the first interaction. Where we aren’t able to provide a resolution on the first interaction, your complaint will be acknowledged, and you will be provided with a unique reference number. We aim to resolve your concerns within 14 days.
Once a complaint has been raised our Customer Services team will investigate your concerns. If we can’t put things right straight away, we will keep you informed throughout the course of our investigation.
As part of a resolution, we may provide the following;
If your complaint remains unsolved after eight weeks, or you are unsatisfied with the resolution you can pass your complaint on to the Energy Ombudsman.
After eight weeks, or if you’ve received a deadlock/final position letter and you’re a micro-business customer1, you have the right to refer your complaint free of charge to the Energy Ombudsman. This is an independent arbitrator that specialises in resolving energy customer complaints.
Where you decide to go to the Ombudsman you must contact them within 12 months of receiving our letter. The ombudsman will only make a decision on the information that has been presented to them on both sides. The Ombudsman will then provide their decision, should you accept their decision, this becomes binding on us.
To raise a complaint with the Ombudsman you will need to fall into the following categories:
You can contact the Energy Ombudsman here:
1A Company is considered a ‘micro-business’ if it meets any one of the following criteria:
The Citizens Advice consumer service provides free, independent help and advice to small businesses on energy issues, including making complaints.
The service is available Monday to Friday from 9am to 5pm (closed on bank holidays) and can be reach by phone here: