I'd like to make a complaint
We work hard to deliver the smoothest experience possible whilst you are our customer.
Unfortunately, sometimes things do go wrong. We want to ensure we recognise any failings, no matter how small, to make certain that we are consistently improving the service we deliver. Therefore, our Agents log any expression of dissatisfaction as a complaint as this directly feeds back into our Customer Service training.
Our aim is to resolve as much as possible at the first point of contact.
Where a complaint cannot be resolved in the first instance, we will record all the information we need and take your issue away to investigate further and ultimately resolve.
Although we are allowed up to 56 days (8 Weeks) to resolve your complaint, we will always work to resolve before this time. It is worth noting there are certain industry processes that we have no control over that have a longer maximum timescale to complete than 56 days.
In the event a complaint goes over 56 days, we will still aim to work with you to come to a resolution. However, it is your right at this point to go to the Energy Ombudsman if you are not happy with how your complaint has been managed.
How to make a complaint
To make a complaint, please contact our Customer Service team. You can email us at email@example.com with ‘Complaint – Account Number: XXXXXX’ in the subject line. Alternatively, you can speak directly to one of our friendly Energy Experts by calling 0113 451 0700 (Monday – Friday, 9am – 5pm).
We will endeavour to resolve your complaint on your first contact with us. If we can’t, we’ll keep in touch with you regularly so that you know exactly what we are doing to resolve your complaint.
How we manage your complaint
Initially your complaint will be managed by the Customer Service Agent that logs it. They will be your direct point of contact and will manage your complaint to resolution, keeping you updated at every stage.
There will be stages at which someone more senior will look over your complaint to ensure all is being done to work towards a resolution.
If your complaint reaches 30 days, a Team Manger will review the complaint. At this point, they may intervene and make contact directly or they may leave the issue with the Agent you have been communicating with.
If your complaint reaches 56 days, a Team Manager will review the issue once more. If required, they will take over the matter directly. If the Team Manager believes the complaint is being handled correctly, they will leave the matter with the appointed Agent.
If you are unhappy with the resolution you have been offered, you can ask for the complaint to be reviewed by a Team Manager. If the Team Manager upon review feels that the Agent managing your complaint has done everything correctly, the complaint will be passed back to them. It is at this point we would offer a final stance and/or a deadlock letter if your complaint is under 56 days.
If you want to escalate your complaint to a Team Manager and require a response from a Team Manager, we will of course escalate this. A Team Manager will aim to respond within 7 days.
The Energy Ombudsman is an independent service provided free of charge which resolves customer complaints in an impartial manner. If 56 days have passed since the date you originally raised the complaint with us or we have told you that there is nothing further that we can do to resolve the complaint, you can refer your complaint to the Energy Ombudsman. Once a complaint has been referred, it is investigated in partnership with both you and us. You do not have to follow what the Energy Ombudsman decides, and you can still seek further advice if you wish.
The Energy Ombudsman:
Ombudsman Services: 3300 Daresbury Park, Daresbury, Warrington, WA4 4HS.
The Citizens Advice Energy service provides free, confidential and impartial advice on any issues you may have in relation to your energy supply.