Keeping life green and simple
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.
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.
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.
Call us on 0808 175 4975
If, after our response, you are not satisfied with the outcome then please formally write to the Directors.
(For the attention of the Directors)
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 Energy Ombudsman.
Phone: 0330 440 1624
P0 Box 966
Or visit their website
Citizens Advice are there to offer free advice
We work on a philosophy of ‘prevention rather than 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.
Our Customer Promise document sets out the full standards you can expect from us.
For free and helpful independent advice, you may wish to contact Citizens Advice
Call: 0808 223 1133
Lines are open Mon–Fri, 8am–5pm
All calls are free
Or visit their website
If you live in Scotland and want free advice, the contact details are slightly different:
Contact Advice Direct Scotland
Call 0808 196 8660
Or visit their website (Scottish residents only)
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.
Know your rights:
England, Wales and Scotland version 117 KB
England and Wales version 67.5 KB
Scotland version 114 KB
Welsh version 67.1 KB
We are proud to say that we still provide a phone-first service, meaning when you call, one of our team will answer, helping to ensure any issues are dealt with swiftly.
But, of course, there are always a handful of problems that are escalated.
OFGEM deﬁne a complaint as an ‘expression of dissatisfaction’.
Against industry standards, we’re pleased to say our complaints history is very low.
2020 - 21
2021 - 22
2022 - 23
Our latest quarterly complaints report is available to download
Download the PDF for more information
We comply with the Gas and Electricity Regulations, 2008. You can view the full legislation here.
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