Complaints

Tell us what went wrong

Email [email protected] with your business name, the supply or contract involved, and what happened. If it is easier to explain on the phone, say so and we will call you.

You do not need to use any particular form of words. Anything you tell us that you are unhappy about is treated as a complaint.

What happens next

We acknowledge your complaint within one working day and tell you who is handling it.

We investigate and give you a full response within ten working days. If we need longer — because a supplier has to come back to us, for example — we tell you why and when to expect an answer.

Our response sets out what we found, what we are doing about it, and what we can offer to put it right.

If you are still not satisfied

Reply and ask for the complaint to be reviewed by someone who was not involved the first time. They will look at it again and write to you within a further ten working days.

Where your complaint concerns the supply rather than our advice, raise it with the supplier directly — their own complaints procedure applies, and micro-businesses can escalate to the Energy Ombudsman once eight weeks have passed or the supplier issues a deadlock letter.

For a complaint about how we handled your personal data, you can also contact the Information Commissioner's Office at ico.org.uk.

Our record

We log every complaint and what it was about, and review the log regularly to fix what keeps coming up. Written correspondence can be sent to 50 Cambridge Road, Barking, IG11 8FG.