We value the service we give our customers. As a licensee under Ofgem for the transportation/distribution of gas/electricity, we must comply with a set of standard conditions for each licensable activity. These standards guarantee a level of service we are reasonably expected to deliver in all cases.
If we regrettably fail to meet the required level of service, you may be entitled to automatic or claimable compensation.
Please click here for details of the minimum service levels we need to meet and, where relevant, the compensation you are entitled to if we fall short. Please note these payments compensate you for the inconvenience caused by a loss of supply or failure of service. They are not designed to compensate you for any resulting financial loss.
While we always aim to provide you with an excellent level of service, we know that things may go wrong from time to time. If this happens, please let us know straight away and we’ll make it our priority to resolve the problem. We treat all complaints as confidential, and handle them with care and transparency.
Please call us on 01372 587 500 and let the team member know you want to make a complaint. Where possible, they will aim to resolve it themselves or speak to the relevant manager. However, if we are unable to resolve your complaint there and then, we may ask you to email firstname.lastname@example.org with the details.
Our Customer Services Team will acknowledge and respond to your email within five working days. If we need to investigate your complaint further, we will let you know in our acknowledgement, and respond fully within 10 working days of your original email. Please note we consider the day we receive your email to be day zero, unless it’s after 4pm or the weekend, when day zero is the next working day.
If you prefer to complain by letter, we aim to reply in the same timeframes. However, please allow for potential delays in the postal service. Adding your phone number or email address will help us contact you sooner.
Resolving your complaint
When handling your complaint, we aim to ensure we address all the points you raised in full, with a satisfactory resolution for each. Depending on the nature of your complaint, we may respond in different ways.
This may include prompt remedial action where necessary, a full apology if our service has fallen below what you expect, a detailed explanation for every point raised, or giving you compensation, according to Ofgem guidance, under the Guaranteed Standards of Service for Electricity and Guaranteed Standards of Performance for Gas.
Escalating your complaint
If you are not satisfied with the way we’ve handled your complaint, or it’s still unresolved, we advise you to read Ofgem’s advice on their website.
If you believe your complaint remains unresolved eight weeks after you raised it, or we have told you there is nothing more we can do, you can contact the Energy Ombudsman. They are an independent body who will assess your case free of charge. Their final decision is binding for us.