Any Complain?

Our complaints handling procedure for energy customers:

We will give your complaints utmost priority and fix everything up to your satisfaction as quickly as possible. We will endeavour to ensure that all the issues of your complaint are delt with efficiently and make sure all points are fully answered.

Step 1: Contact us:

Contact us and arise your concern with one of our fully trained staff members who will aim to resolve your complaint within 5 working days, or keep you updated if it will take longer.

Our contact details are as below:
Phone: 020 8220 6063


By post: 46 Ramsgill Drive, Ilford, Essex, IG2 7TP

Please help us provide the following information:
 your name

 business name

 business address

 telephone number

 email address

 details of your complaint.

After receiving your complaint, we will resolve the matter within 5 working days. However, there are some circumstances we may take longer time, such as to gather evidence and information. If it is so happens, we will update you time to time about the progress of your complaints. At this stage of your complaint, we will give you full explanation of what went wrong, fix the problem and offer apologies.

Step 2: Escalation:

After receiving our initial resolution, if you are still unhappy and intending to escalate the matter, you can call us on: 020 8220 6063 or email us to: We will then take 10 working days to resolve your complaint. If we cannot agree on a solution, we will send you a deadlock letter, then you can forward your complain to theEnergy Ombudsman.

Additionally, if your complaint takes more than 8 weeks to resolve or you are not happy with the progress of your complain, you can bring the matter to the Energy Ombudsman.

Step 3: Complaint to the Energy Ombudsman:

If we cannot resolve your complaint, you have the right to refer your complaint to the Energy Ombudsman. The Energy Ombudsman is an independent body not connected with energy companies and it is FREE of charge. The type of remedies available are an apology, an explanation of what went wrong, a practical action to be taken to correct the problem and/or a financial award.

Energy Ombudsman’s contact details are as below:
Website -

Phone - 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)

Email -

Post - PO Box 966, Warrington, WA4 9DF

Contact us