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If it goes a bit

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.

Step 1:

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

Step 2:

If, after our response, you are not satisfied with the outcome then please formally write to the Directors.


The Directors
Green Energy (UK) Ltd
Black Swan House,
23 Baldock Street,
SG12 9DH

Step 3:

In the unlikely event that our Directors cannot find a solution that you are happy with, 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.

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, 9am–5pm

All calls are free

Or visit:

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.

our customer promise

Got a question out of hours?
You can visit our FAQ page or drop us an email at 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 >

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