If it goes a bit
wrong

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.

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 complaints@geuk.com

Step 2:

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

Email:
complaints@geuk.com

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

Step 3:

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
Warrington
WA4 9DF

www.ombudsman-services.org

phone: 0330 440 1624

email: enquiry@ombudsman-services.org

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.scot
or 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
hello@geuk.com and one of our team will respond the next working day.

FAQ

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.

Complaints
2020 – 21 46
2021 – 22 53
2022 – 23 144

For our latest quarterly complaints report, click here >

If it goes a bit
wrong

Add your voice to the conversation

Champion real, green energy in the UK.

Smell gas? Call 0800 111 999 immediately

Power cut? Call 105

If it goes a bit wrong

Add your voice to the conversation

Champion real, green energy in the UK.

Smell gas? Call 0800 111 999 immediately

Power cut? Call 105

If it goes a bit
wrong