Domestic Support

Once you have raised a complaint, one of our experienced advisors will investigate and get back to you as soon as possible, to let you know how we propose to resolve your issue. If you still reject this resolution, your complaint will be considered an escalated complaint.

Your complaint will be passed to a member of the Specialist Complaints department who will impartially reassess your complaint and the resolution you have been offered. The person reviewing your complaint will then decide whether they feel this has been dealt with fairly and will inform you of our final position.

If you’re still not happy with the resolution we’ve offered, you can contact the Energy Ombudsman for free, independent support. The Energy Ombudsman was set up by the gas and electricity regulator Ofgem to settle disputes between consumers and energy suppliers.

Contact Details for the Energy Ombudsman:

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Email: enquiry@energyombudsman.org
• Website: www.energyombudsman.org
• Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

The Energy Ombudsman will liaise with us directly to try and come to a resolution, based only on the information they have. You don’t have to accept their decision, but if you do, we’ll act on what they say. That might mean us saying sorry, explaining what’s gone wrong, fixing the problem or paying you compensation.

•  If you contact The Energy Ombudsman, they will investigate your case and we are unable to work with you directly to resolve the complaint
• If you have not contacted The Energy Ombudsman, we will still be able to work with you directly to resolve the complaint