However hard we try to get things right, mistakes will happen and problems will occur – these things happen despite the best of intentions. We believe that what really counts is how you deal with problems. Fixing our mistakes swiftly and learning from them is at the heart of our customer service philosophy.
On that rare occasion, when something does go wrong we have a three step process (outlined below). Whatever else you do, please start at step one.
Tell us where we’ve gone wrong and give us the chance to impress you with our resolution. You’ll find out why we have the very lowest levels of complaints in the entire electricity industry.
We hope you won’t need this, but if you do, be assured you’ll get our best attention.
Step 1 - Let us know
If something is not right, anything, the first thing to do is tell us about it and give us the chance to put it right.
We welcome the opportunity and we think you’ll be pleasantly surprised. Call us right away on 0845 555 7100 or use this form to tell us what the problem is.
Step 3 - Independent help
It’s rare for problems to get to this stage, but if our Customer Champion hasn’t sorted things out to your satisfaction, then there are two bodies you can go to for independent help.
Citizens Advice Consumer Service provides independent advice, and the Energy Supply Ombudsman adjudicates between customers and their energy suppliers. Contact details for independent help are here.
We’re open 8:30am - 5:30pm Monday to Friday.
Out of hours you can email email@example.com - we’ll get back to you asap.
Prefer not to use 0845 numbers? For general service enquiries call 01453 761482.