Your feedback is important to us, especially if you are unhappy with any part of our service. Below is an outline of our complaints procedure:
- In the unlikely event of us making a mistake, you can expect one of the following:
- An apology
- A full explanation
- An award of compensation in appropriate circumstances
- Response time
- We will respond to your initial communication within 5 business days either with a full explanation and resolution. If this is not possible you will receive a letter acknowledging receipt of your complaint.
- If you are unsatisfied and the matter cannot be resolved, you can raise your complaint with the Energy Ombudsman by telephone on 0330 440 1624, by text phone on 0330 440 1600 or by email on firstname.lastname@example.org.