If you haven’t received a satisfactory response from our Customer Service Manager within five working days or if six weeks have passed since you first registered your complaint, you can contact the Ombudsman Services: Energy. You may be referred back to us if you haven’t escalated your complaint via our formal complaints process outlined in steps 1 and 2.
The Ombudsman Services: Energy will carry out an independent investigation on your behalf. As part of resolving your complaint the Ombudsman Services: Energy may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman Services: Energy makes will be binding on our company, but not on you, so you can seek further advice if you wish to.
Here’s how to contact the Ombudsman Services: Energy: