How to make a complaint
We hope this is part of our website that you’ll never have to visit. But if we’ve got it wrong, we want you to let us know.
You can download our full complaints procedure here.
Please do talk to us! If we don’t know it’s broken, then we can’t ﬁx it.
We will look into the matter and get back to you within 5 working days.
Call us on 01920 486156
or email firstname.lastname@example.org
If, after our response, you are not satisfied with the outcome then please formally write to the Directors.
Green Energy (UK) Ltd
Black Swan House,
23 Baldock Street,
In the unlikely event that we reach ‘deadlock’ and our Directors cannot ﬁnd a solution that you are happy with or it’s taken us longer than eight weeks to resolve, you can contact the Ombudsman Services.
They will however refer the matter back to us if you have not ﬁrst escalated the complaint through our formal channels.
We will keep in touch throughout the process and when we believe a solution has been found, we will ask your permission to close the complaint.
Ombudsman Services: Energy
P0 Box 966
phone: 0330 440 1624
Need some independent advice?
For free and helpful independent advice, you may wish to contact Citizens Advice
0808 223 1133
Lines are open Mon–Fri, 8am–5pm
All calls are free
Or visit: www.citizensadvice.org.uk/energy
If you live in Scotland, go to www.energyadvice.scotor contact Advice Direct Scotland on 0808 196 8660.
Know your rights in the energy market
You can also download the latest leaflets from the Citizens Advice website here, which explain what your rights are in a changing energy market. Or click the links below:
It’s always worth a conversation
We work on a philosophy of ‘prevention not cure’. Most of the issues raised with us are regarding customer’s bills, which we ﬁnd can usually be resolved easily with a conversation. But we don’t just wait for customers to come to us; we regularly carry out what we call ‘health checks’ on customers’ accounts to ensure they don’t build up credit or debit balances.
Please note that some account related issues can take time to fix – so until we’ve found a solution, we recommend you keep making regular payments to cover your energy usage.
You can download our full customer promise document here.
our customer promise
Got a question out of hours?
You can visit our FAQ page or drop us an email at
email@example.com and one of our team will respond the next working day.
We’ll never stop wanting to learn
We are proud to say that over the last year, when called, one of the team have picked up the phone within an average of 8 seconds, helping to ensure any issues are dealt with swiftly. But, of course, there are always a handful of issues that are escalated.
We’ll always strive to learn something positive from each case.
We are accountable
OFGEM deﬁne a complaint as an ‘expression of dissatisfaction’.
Against industry standards, we’re pleased to say our complaints history is very low.
2018 – 19 52
2019 – 20 35
2020 – 21 46
For our latest quarterly complaints report, click here >
© 2021 | Green Energy (UK) Ltd, Black Swan House, 23 Baldock Street, Ware, Herts, SG12 9DH
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