Business customer complaints
Resolving your complaint
Our customer care team are passionate about putting things right for you. If they can’t, they’ll connect you with our Resolution team, who are dedicated to fixing your problem.
We aim to resolve eight out of ten complaints within two days and most other complaints within three weeks. We’ll tell you if we can’t. The resolution of your complaint might include actions to put our mistake right, an apology, an explanation or compensation.
We don't respond to mass lobbying campaigns as it affects the overall service our customers expect from us.
Reviewing your complaint
If you’re not happy with how we’ve dealt with your complaint, we’ll carry out an internal review of your case.
We’ll look into how we’ve handled your complaint and let you know the outcome of the review and the reasons for our decision.
The review normally takes less than two working days. If we agree to any further action we'll let you know how long it's likely to take.
Alternative Dispute Resolution
If you’re not satisfied with the outcome of our internal review of your case, you can refer your complaint to one of the two Alternative Dispute Resolution scheme's we subscribe to. The schemes are designed to provide an independent review of complaints and decide the outcome where a supplier and their customer are unable to agree on a resolution. This is a free and independent service.
Gas and electricity customers
You can have your complaint reviewed by the Energy Ombudsman Services if:
- Your complaint is about gas or electricity and has been ongoing for 8 weeks or more, or
- We've sent you a Final Resolution Offer Letter (also known as a deadlock letter) describing what we can do to resolve your complaint.
To contact the Energy Ombudsman Services:
- Phone: 0330 440 1624
- Email: firstname.lastname@example.org
- Website: www.ombudsman-services.org/energy
- Post: PO Box 966, Warrington, WA4 9DF