Resolution Process

Frankly, if something is wrong, let's fix it.

If you have a complaint, dispute or problem, simply let us know so we can work with you to sort it. We’ll do our best to resolve any complaint that arises between you and us or our suppliers.

Our free internal complaints resolution service is explained below. This process doesn’t remove any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including Utilities Disputes.

Our resolution promise

We'll acknowledge receipt of your complaint in writing shortly after receiving your complaint. We'll also call you where possible during this process.

We'll aim to resolve your complaint within 20 working days. If we can't, we'll explaining in writing why we need more time to reach a resolution.

If your complaint is better handled by another party such as a network company, meter company or other retailer, we may refer your complaint to that company on your behalf. We'll notify you that we've referred your complaint and provide you with the appropriate name and contact details.

What you can do next

Utilities Disputes provides a free and independent dispute resolution service for electricity and gas. You may take your complaint to Utilities Disputes if:

your complaint has taken longer than 20 working days to resolve and we haven’t written to you explaining why we need more time to reach a resolution; or
we’ve taken longer than 40 working days to resolve your complaint; or
you aren’t happy with the way we propose to resolve your complaint; or
if during our resolution process, the Commissioner of Utilities Disputes considers that you’d suffer unreasonable harm waiting any longer; or
if it would otherwise be unjust to wait any longer.