How can I make a complaint?

We aim to make all our members happy. If you ever feel like we haven’t done this, then we want you to let us know.

Making a complaint

If you're not happy with the help you've been given or if we've made a major mistake; call us on 0300 30 30 635 or email and let us know what we can do. We will do everything we can to solve the problem within five business days.

Impartial advice

Contact Citizens Advice if you need help with an energy problem, for example with your bills or meters, or if you’re struggling to pay for the energy you use. They're the official source of free and independent energy advice and support.

Visit and complete their web form, or call their helpline on 03454 04 05 06. Calls are charged at your normal rate.

Involving the Energy Ombudsman

If after 8 weeks your complaint is still not resolved, or if we’ve issued you a deadlock letter (a letter which details what's happened and what we have suggested), you can refer your complaint to the Ombudsman Services.

Visit, call their helpline on 0330 440 1624, or email

The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use, and they are completely independent. They don’t take sides and make their decision based only on the information available. You can download a fact sheet about the service they provide from

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