Our Business Customer Services Team are ready to help you, so please log in to get in touch. If we can't sort out your complaint right away, we'll give you a unique reference number which you can use when talking to other members of the team.
Ask our webchat team to put you in touch with a manager. We’ll let you know we’ve received your complaint within 24 hours and get back to you within 10 working days.
If you're a micro business and we haven't been able to sort things out within 8 weeks, or we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know you have the right to refer your complaint to the Ombudsman Services: Energy.
If you're not a micro business, you may wish to seek independent legal advice.
You don't have to accept their decision, but if you do, we'll act on what they say - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
Ombudsman (for micro businesses)
If you need independent advice
It's easy to get free, independent advice so that you “know your rights” as an energy consumer. You can contact Citizens Advice at any time during the complaints process.
Citizens Advice consumer helpline: 0808 223 1133
Welsh speaking consumer helpline: 0808 223 1144
Textphone: 18001 0808 223 1133
You're a micro business if you meet any one of the following conditions: