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Our aim is to take no longer than three weeks to deal with even the most complicated of complaints. The resolution of your complaint might include actions to put our mistake right, an apology, an explanation or compensation.
Complaints
Gas & Electricity complaints
Making a complaint
Accessible contact options
The steps to resolving your complaint
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If you’re not satisfied that we’ve sorted it out, or you’re not happy with how we’ve dealt with things, we’ll carry out an internal review of your case. We’ll look into how we’ve handled it and the resolution offered.
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We will let you know what the outcome of the review is and the reasons for our decision. If we agree to carry out other actions following the review we will let you know how long it is likely to take.
Ombudsman Services
If your complaint has been ongoing for eight weeks or more, or if we've sent you a Final Resolution Offer Letter, you can contact the Energy Ombudsman Service.
Our energy complaints figures
We started publishing detailed complaints data in March 2012, as we believed that it was important customers could see how their supplier dealt with problems.
UtilitiesADR
You can have your complaint reviewed by UtilitiesADR, an Alternative Dispute Resolution Scheme provided by CDRL.
