Business Debtline - advice for small businesses | 0800 197 6026 or www.bdl.org.uk
Citizens Advice consumer service | 08454 04 05 06 or www.adviceguide.org.uk
We always aim to please. However, if you wish to complain, the following procedure is available by email or post free of charge on request. We will, of course, treat you with courtesy and respect through all stages of the process.
Initially please contact us on:
Telephone: 03333 444 604
On receipt of your complaint, we will acknowledge your contact and reply within three working days.
The more information you can supply us the faster we can deal with your concerns. We may need scanned/emailed copies of bills/invoices, contractual documentation, or any other relevant correspondence.
On receipt of all relevant information/documentation (as detailed above), we anticipate both parties reaching a satisfactory resolution within ten working days.
A resolution may be an apology or making a gesture of goodwill, we will of course discuss this with you. We will also let you know when we have done all we can to deal with your concerns. This will allow you to move on to the next stage, if you wish.
If (in your view) we have not been able to resolve your complaint within eight weeks (for micro businesses), then you can escalate your complaint to The Energy Ombudsman. Their service is free and impartial.
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Telephone: 0330 440 1624