Our response to coronavirus

Find out how we're working to keep the electricity and gas flowing reliably throughout the outbreak.

Complaints

We are committed to providing you with excellent customer service - first time, every time. However, sometimes things can go wrong. We want to know when this happens so that we can sort out any problems as quickly as possible. When a person or company has a complaint we follow a standard process. If you are not happy with something, please contact the relevant part of the business and they will work to put it right.

Complaint timelines

Timeline 

What happens

Within 1 working day

We will acknowledge your complaint.

Within 20 working days

We will investigate and contact you with our response.

If it is not possible to get back to you within this timeframe, we will contact you to update you on progress within the 20 working day period. If you’re not happy with the outcome please let us know and we’ll escalate your complaint.