Step 1: Registering Your Complaint and Our Transparent Procedure
Please contact your dedicated Customer Services Executive or Business Development Manager to let them know you are not satisfied and discuss with them how we can help to resolve the issue. They will then initiate our transparent complaints procedure to help achieve a resolution. If you have mislaid their contact details or do not have them to hand, we have provided our general contact details below:
Phone: 01473 234100
Our full complaints procedure can be provided to you on request and can take a maximum of eight weeks to complete.
The process includes opportunities for the complaint to be escalated if required to Ramesh Kaur (Customer Service & Billing Manager) and James Graham (Vice President of Asset Optimisation).
Step 2: After Our Transparent Procedure
In the unlikely event that we do not reach an agreement which you deem acceptable within eight weeks, the Energy Ombudsman “Ombudsman Services” may be able to assist you and discuss the case. Ombudsman Services are a free of charge, independent dispute resolution service that may review the complaint case if you are dissatisfied having followed our complaints procedure, providing you meet their acceptance criteria.