Complaint procedure

We aim to provide a first class service to our valued customers. However, sometimes things can go wrong. We use complaints to help us improve our service.

If you have a complaint, we will do everything we can to resolve it for you as quickly as possible. 

Below you will find our complaint procedure which can also is also available for free by post or email.

Step 1

Provide us  with an outline of the issue

Step 2

We will provide a response to your complaint, asking for any further information if required, outlining what we have done in response, any outstanding actions, and related timescales, within 10 working days of receiving it (unless you are otherwise informed).

Our aim is to ensure you are kept fully updated while we work to resolve your complaint.

We will work with you to resolve your problem as quickly as possible and usually do this within 30 working days, but if it takes longer than this we’ll tell you how long it’s likely to take and keep you informed of our progress throughout.

Throughout the complaint investigation customers will be treated with courtesy and respect. A record will be kept securely of all the complaint details such as the date the complaint was received and all correspondence.

Step 3

We hope to have resolved your issue by this stage and this might be by way of apology, a goodwill gesture or appropriate compensation. If we’ve investigated everything and still cannot agree a way forward, we’ll send you our ‘final position’ letter (also called a ‘deadlock’ letter).

If you qualify as a Micro Business Customer against one or more of the following criteria:

  • employs fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
  • uses no more than 100,000 kWh of electricity per year; or
  • uses no more 293,000 kWh of gas per year.

and remain unsatisfied with the response to your complaint and we have informed you that we can take no further action, or 8 weeks has passed since you originally told us about your complaint, you have the right to contact the Energy Ombudsman

It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available

The Energy Ombudsman can be contacted as follows: