Sometimes things don't work as we expect them to. If that happens then we're sorry, we'll do our best to put things right as quickly as we can.
Please call us as soon as it's convenient. Most problems get resolved straight away, but we'll keep you informed while we look into your concerns.
If you'd still like to make a complaint, this is what will happen:
Contact our friendly crew - we'll try to put things right straight away:
We’ll do our best to settle your complaint within 10 working days. If it takes longer than this, we will tell you the likely timescale and keep you informed of our progress throughout.
When we have completed our investigations, we’ll explain what we’ve found and what we propose to put things right.
If you've followed steps 1 and 2 but we're still unable to reach a conclusion, our Head of Customer Relations will review your complaint and what has been proposed as a resolution. After the Head of Customer Relations has reviewed it we’ll then send a Final Response letter that explains our conclusive position.
We hope there won't be a need to move on any further - we really do want to put things right if they've gone wrong. But if, after following our complaints process in full, you're not satisfied with our Final Response letter or we haven't been able to resolve your complaint within 8 weeks, then you can pass your complaint over to Ombudsman Services: Energy.
This is a free, impartial service for gas and electricity consumers which investigates customer complaints in a fair and unbiased way – their decision is binding on us. If you go to the Ombudsman Services: Energy before we have completed our complaints process, it is likely they will refer you and your complaint back to us. The Ombudsman can recommend various types of redress that you can either accept or reject but if you accept them, then we are obliged to comply. The types of redress include an apology, explanation, remedial action and monetary compensation in appropriate circumstances.
You can contact the Ombudsman Services: Energy by:
You can get independent help from Citizens Advice consumer service at any stage of the complaints process. It gives you free, confidential and impartial advice on issues so you that know your rights as an energy customer. And you can make a complaint just by filling out the Citizen's Advice complaint form.
Plus you can find a Know Your Rights leaflet at powershop.co.uk/knowyourrights it’s been made in partnership with Consumer Futures in partnership with Citizens Advice/ Citizens Advice Scotland. It tells you how to get independent information and advice on:
To find out more and to get up-to-date information, just go to www.adviceguide.org.uk or call the Consumer Advice helpline on 03454 04 05 06 (textphone 18001 03454 04 05 06 or post to Citizens Advice Consumer Service, Post Point 24, Town Hall, Walliscote Grove Road, Weston super Mare, North Somerset BS23 1UJ).
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