Complaints Policy

Unhappy? Let's fix that

 

We promise to provide superstar service and we want to know if we're not hitting the mark. If you feel like we got something wrong, tell us about it! You can:

 

  • Call us between 9am and 6pm, Monday- Saturdays on 0333 210 7070
  • Email us at complaints@totoenergy.com
  • Write us a letter and address it to: Complaints Team, TOTO Energy, Forth Floor, Tower Point, 44 North Road, Brighton, BN1 1YR

 

If we can't straighten things out right away, we'll try to within 5 working days. If things get tricky, it could take longer- but don't worry, a TOTO team member will keep in touch to let you know how things are going.

 

If you need independent advice the Citizens Advice Service provides free, confidential and impartial advice. You can visit their website citizensadvice.org.uk/energy, complete their web form here, or call 03454 04 05 06 (textphone 18001 03454 04 05 06)

 

If it's been 8 weeks since you first spoke to us, or we've sent you a deadlock letter and you're still unhappy, you can refer your complaint to the Energy Ombudsman who will investigate a complaint when a resolution cannot be reached. Their services are free, independent and their final decision is binding for the supplier - just go to  ombudsman-services.org/energy, or call 0330 440 1624

 

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