You can contact us through any of the following:
Once we have received your complaint, we will reply to you within two working days to confirm we have received it. We’ll also decide whether we think your complaint is related to lines services, or our service. If we think your complaint is related to lines services, we’ll refer your complaint to your lines company within two working days of receiving it and tell you we have done this (as well as who will be the contact person at the lines company for resolving your complaint). The lines company will then be responsible for managing and resolving your complaint.
If we think your complaint is related to our service then from there we’ll contact you directly to work through the issue with you, and continue to update you via email. We’ll monitor your complaint progress regularly to ensure we resolve it with you as soon as possible. We aim to resolve all complaints within 20 working days.
If it takes us longer than 20 working days to resolve your problem, then we’ll contact you to let you know and to give you further options.
We’re a member of The Electricity and Gas Complaints Commissioner Scheme, which is a free and independent complaints resolution scheme. If for some reason you are dissatisfied about the resolution of your complaint, or we can’t resolve your complaint or problem within 20 working days, you can take your complaint to:
The Electricity and Gas Complaints Commissioner Scheme
PO Box 5875
You can also take your complaint to the Office of the Ombudsman, to the courts or the disputes tribunal.
If your complaint is about our service and we resolve your complaint in your favour (or if the Electricity and Gas Complaints Commissioner makes a binding decision in your favour) then we are responsible for providing a remedy to you.
Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to The Electricity and Gas Complaints Commissioner Scheme or the Office of the Ombudsman at any time.