Need Independent Advice?
It's easy to get free, independent advice so that you "Know your rights" as an energy consumer.
You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you're struggling to pay your bills.
To "Know your rights" visit www.citizensadvice.org.uk/energy for up to date information or contact the impartial Citizens Advice consumer service for free on 03454 04 05 06 or use their online form at https://forms.adviceguide.org.uk/complaint_energy.aspx
If you have followed our complaints procedure and feel the issue has still not been resolved, and it has been 8 weeks since you made the complaint, you may choose the raise the issue with the Ombudsman Service: Energy.
It is free to use their services, and they are totally independent. Contact them on 0330 440 1624, online at www.ombudsman-services.org/energy or via email at firstname.lastname@example.org If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.
We monitor the complaints in order to provide quarterly and annual reports of our complaint figures.