Complaints Procedure
We take concerns seriously and aim to deal with them fairly and promptly.
Step 1: Making a complaint
You can register a complaint by telephone, letter or email using the contact details below. Please explain what has happened, what you would like us to review and include any relevant reference numbers.
Step 2: Investigation
Once we receive your complaint, we aim to respond within three working days. Where possible, we will endeavour to resolve your complaint within 10 working days.
Step 3: Further review
If you are unhappy with the outcome, you can request a further review. Your complaint will be referred to another appropriate member of management or an independent expert for a second opinion. We will agree how and when to provide progress updates.
Step 4: The Energy Ombudsman
The Energy Ombudsman provides a free, independent and impartial dispute resolution service. You may refer your complaint if we have issued a final offer letter or your complaint has not been resolved within eight weeks.
Energy Ombudsman
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Website: ombudsman-services.org
PO Box 966, Warrington, WA4 9DF
Contact Energy UI Ltd
Telephone: 07454 833007
Email: help@energyui.co.uk
133 Tame Road, Birmingham, England, B6 7DG