How can I make a complaint?

We want to make you happy. When you get in touch with us you should be left speechless while you comprehend just how quick, friendly and knowledgeable we are. If this is ever not the case then we want to know about it, so we can give you the experience you deserve. 

Getting in touch

Give us a ring on 0300 30 30 635 or email We pick the phone up within seconds, so don't be afraid to ring. 

Making a complaint

If you're not happy with the help you've been given or 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

The Citizens Advice service provides free, confidential and impartial advice on consumer issues and may be able to help you at any stage during a complaint process. You can download the 'Know your rights in a changing energy market' from Citizen's Advice
Visit, complete their web form here, or call their helpline on 03454 04 05 06.

If we still haven't met your expectations, the Energy Ombudsman can help. If after 8 weeks your complaint is still not resolved, or if we have issued you a deadlock letter (a letter which details what has happened and what we have suggested), you can refer your complaint to the Ombudsman Services : Energy if you want to.
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 is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision. You can download a factsheet about the service they provide from

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