Complaint/ Query

Let Us Know.

We will be glad to answer any types of queries or complaints  just fill in the given form our representative will reach back to you

24/7 Service

020 3289 5582

File A Query/ Complaint


  • Our customer complaint handling section is available on our website, where we can approach by the customers if they have any complaint.
  • For any complaint our email is visible on our website, where customers can also approach us via email with his/her query.
  • For making a complaint our landline number is also available on the website, where our team should quickly respond & support customer’s query efficiently.
  • Our team always treats customers and responds their query with courtesy and respect.
  • We have set 3-4 working days timescale to give feedback to the customer about their complaint.
  • We maintain records with exact date and time, when the complaint gets registered and when it gets resolved.
  • We assure customer that their complaint must be resolved before the timescale of 8 weeks.
  • We also advice to the customer that they can contact Ombudsman Services, if a complaint remains unresolved after 8 weeks or if deadlock is reached.
  • We also make aware to the customer that Ombudsman Services are impartial and free to use.


  • Once we receive any complaint, customer receives an acknowledgement email from our side.
  • Once we receive any complaint, we approach the customer by call on a priority basis.
  • We always try to understand and listen customers query with respect.
  • After understanding customer’s complaint, we take 3-4 working days’ time and investigate customer’s complaint by ourselves.
  • We give an update to the customer time to time about complaint’s progress.
  • After completing all necessary work, we approach customer and let customer know about our findings regards to their complaint.
  • We provide all relevant evidence on email to the customer.
  • After providing all relevant evidence we try our best to get the complaint resolved.


Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

(Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm.)