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If you’re still not happy

If you’ve made a complaint and you’re not happy about how it’s been resolved, we’ll talk to you about how we can work together to sort it out. You can also ask us to undertake an internal review of how we’re handling your complaint.

We’ll work hard to try and get a result that you’re happy with. But if you’re not, we’ll look into things again and you’ll receive what’s called a ‘final response’, which means we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested. We’ll also give you contact details for the Energy Ombudsman.

To resolve your complaint we will:

  • Give you an explanation about what went wrong.
  • Put things right quickly.
  • Apologise if we’ve made a mistake.
  • Offer compensation, if we feel it’s appropriate. As a not-for-profit company, we are different from other energy suppliers and will only pay compensation where we or our business partners have caused financial harm.

Independent advice
For free, impartial energy advice you can contact the Citizens Advice Bureau. They can advise on getting help paying your energy bills, choosing the right tariff and comparing energy suppliers.
In England you can call them on 03444 111 444

You can also visit their website (England and Wales) or (Scotland).

The Energy Ombudsman
If we’ve sent you a final response or it’s been eight weeks since you complained and we still haven’t fixed things, the Energy Ombudsman is your next step. It’s a free, independent service to help resolve complaints about energy suppliers.

They’ll make a decision on your case. You don’t have to accept their decision, but if you do, they’ll tell us what we need to do next. This may mean we have to apologise, explain what’s gone wrong, correct the problem or give you compensation.

You can contact the Energy Ombudsman by:

Phone: 0330 440 1624

Textphone: 0330 440 1600

Fax: 0300 440 1625


Post: Ombudsman Service: Energy, PO Box 966, Warrington WA4 9DF

To find out more about the Energy Ombudsman, visit

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