If we can’t straighten things out straight away, we’ll try to resolve the problem within 5 working days. If things get tricky, it could take longer but we’ll keep you updated as we go along.
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