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When something goes wrong
However hard we try to get things right, we know that mistakes will happen and problems will occur. These things happen despite the best of intentions. Our belief is that what really counts is how you deal with problems. Fixing our mistakes swiftly and learning from them is at the heart of our service philosophy, it’s fundamentally important to us.
So, for when something does go wrong we have a three step process which is outlined below. Whatever else you do, please start at step one and do tell us where we’ve gone wrong and give us the chance to impress you with our resolution. You’ll find it’s not for nothing that 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 7 600 or use this form to tell us what the problem is
Step 2 - Customer Champion
If you’re not happy with the outcome of that or if you feel there’s something we haven’t dealt with properly, then get in touch with our
Customer Champion.
She aims for same day response and speedy resolution. Get our Customer Champion on the case.
factbox
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.
Consumer Direct provides independent advice, and the Energy Supply Ombudsman adjudicates between customers and their energy suppliers. Contact details for independent help are here.
Getting in touch
We've created a number of hotlines that will get you straight through to the right person, whatever your query. We’re open 8:30-5:30, Monday to Friday.
Home hotlines
- Customer Service 0845 555 7 100
- Billing 0845 555 7 200
- Payments 0845 555 7 300
- Meter Reading 0845 555 7 400
- Moving Home 0845 555 7 500