Help & Advice
How do I make a complaint
Our goal is to provide you with the very highest standards of customer service. In the unlikely event that you’re unhappy with our service and would like to make a complaint, please get in touch with our customer services department using the details below:
Tel: 01926 320 700
Typetalk: 18002 01926 320 700
To use our online complaints form click here
PO Box 4360
Alternatively, independent advice can be provided by Citizens Advice. If you are a domestic customer you can contact them at any point in the complaint process using one of the methods listed below:
Tel: 0845 404 0506
Dealing with your complaint
We aim to handle all complaints as soon as we can. We’ll usually try to resolve any issues at the time of your first call or contact, but we are committed to responding in writing within 10 working days. A record will be made on your customer account of any conversations between us and how the issue has been resolved.
If we need to collect any further information or investigate the complaint in more detail, we will give you a reference number for any future contact and keep you updated on progress until the issue is resolved satisfactorily.
Full details of our complaints policy and procedures are available to download here.
Guaranteed Standards of Service
Guaranteed and Overall Standards of Service are obligations we are required to meet in relation to, amongst other things, appointments scheduled for work on your meter. Our Guaranteed Standards of Service policy is available to download here.
Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008
In 2008, Ofgem introduced new complaint handling standards in line with the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.
|1 October 2010 and 30 September 2011||2044|
|1 October 2011 to 30 September 2012||6966|
|*Complaints from residential customers which could not be resolved on the same day or the next working day after the complaint was received.|
Delays to complaint resolution generally occur when the complaint needs more detailed investigation or more information is required from a third party to ensure that the complaint is dealt with to the standard that our customers expect.
You can find further information on the Consumer Complaints Handling Standards by clicking on the following link: http://www.legislation.gov.uk/uksi/2008/1898/contents/made
Should you require a hard copy of the Regulations, please contact the Stationery Office on 0870 600 5522.
Free independent advice is also available from the Energy Ombudsman, you’ll find the contact details below:
Phone: 0330 440 1624 or 01925 530263
Fax: 0330 440 1625 or 01925 530264
Textphone: 0330 440 1600 or 01925 430886
Ombudsman Services: Energy
PO Box 966
You can also get in touch with consumer organisations, such as the Citizens Advice consumer service for impartial advice. Take a look at their website to see how they might be able to help you or give them a call on 08444 111 444 if you live in England or 08444 77 20 20 if you live in Wales.