If you have a query
If you have feedback or a query about your energy account
please log in to get in touch with our UK-based webchat team.
Our complaints process
Step 1 -
We want to sort things out for you quickly
Our Business Customer Services Team are ready to help you, so please log in to get in touch. If we can't sort out your complaint right away, we'll give you a unique reference number which you can use when talking to other members of the team.
Step 2 -
If you're not happy with how we're dealing with your complaint
Ask our webchat team to put you in touch with a manager. We’ll let you know we’ve received your complaint within 24 hours and get back to you within 5 working days.
Step 3 -
If we can't agree a way forward with you
If you're a micro business and we haven't been able to sort things out within 8 weeks, or we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know you have the right to refer your complaint to the Ombudsman Services: Energy.
If you're not a micro business, you may wish to seek independent legal advice.
You don't have to accept their decision, but if you do, we'll act on what they say - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
What is a micro business?
You're a micro business if you meet any one of the following conditions:
- Use less than 100,000 kWh of electricity a year
- Use less than 293,000 kWh of gas a year
- Have fewer than 10 employees (or their full-time equivalent) and your yearly turnover, or yearly balance sheet, is not more than 2 million Euros.
- The consumption threshold applies to the fuel being supplied