Complaints Handling Procedure

Complaints Handling Procedure

Our call centre advisors will ensure you receive the highest level of customer service possible at all times. They are thoroughly trained to deal with any possible enquiry or situation that may arise. We have Guaranteed Service Standards that you can expect from us.

In the unusual event that you don’t feel satisfied with the service we have provided please follow our complaint handling procedure.

Our call centre advisors will ensure you receive the highest level of customer service possible at all times. They are thoroughly trained to deal with any possible enquiry or situation that may arise. We have Guaranteed Service Standards that you can expect from us.

In the unusual event that you don’t feel satisfied with the service we have provided please follow our complaint handling procedure.


Step 1: Make a complaint

You can contact us by:

  • Calling our team on 0333 103 9575
  • Emailing the Complaints Manager at customer.complaints@e.org
  • Writing to the Complaints Manager at our registered office

Most issues are resolved at this stage – if it isn’t resolved quickly we will give the name of a dedicated complaint handler, who will keep you informed throughout. We aim to do this within 10 working days.

Step 2: Internal review

If you are still not satisfied, your case can be reviewed by our Directors team. A referral will be made for you and you will be contacted directly by them.

Outcome

We will respond to your complaint as quickly as possible and aim to do this within a further 10 working days.

Following the full review of your complaint, we may take the following actions:

  • Apologise
  • Explain our findings and why this has occurred
  • Take appropriate action to put things right
  • Compensation if applicable

We hope to come to an agreement. If we are unable to reach an agreement we will write to you explaining our position and providing a final offer.  This is known as a deadlock letter.

Step 3: External review

You can accept our final offer.
If you remain dissatisfied, you can contact the Ombudsman Services: Energy for a free and independent review of your concerns.

They may investigate your complaint if:

  • You receive a deadlock letter from us.
  • You have not received a deadlock letter, but at least 8 weeks have passed since you first made the complaint to us. You must refer your complaint to the Ombudsman within 9 months of first making your complaint to us.

If the Ombudsman finds that we have not acted correctly, it will recommend what we should do to put things right. This may include

  • An apology
  • An explanation
  • Compensation
  • Further action

Further Support

For further independent help and support, visit:

Citizen's Advice Bureau

The Citizens Advice consumer service provides free, confidential and impartial advice. You can contact them any time during the complaints process.

Know Your Rights

It's easy to get free, independent advice so that you "Know your rights" as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you're struggling to pay your bills. To "Know your rights" visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service on 0345 404 0506.

Ombudsman Services: Energy

For free, independent advice and support for complaints (after following the complaints process), visit Ombudsman Services: Energy www.ombudsman-services.org/energy.html

Call Ombudsman Services: Energy on 0330 440 1624 (helplines open Monday to Friday, 9am to 5pm excluding bank holidays) or email enquiries@os-energy.org