We would like to know if the service we provide does not meet your expectations.  We aim for high standards of customer service and complaints will be handled quickly, effectively, fairly, and confidentially.

Step 1:

If you have a complaint, please let us know by one of the methods below. Please provide as much information as possible to help us resolve the complaint, as well as how you would like to be contacted in the future. Within two hours of receiving the complaint, we will record it in our logbook.

Call us: 0203 239 1611
Email us:
Write to us: Office 3871, 58 Peregrine Road, Hainault, Ilford, Essex, IG6 3SZ

Step 2:

In the event that we are unable to resolve the query immediately, we aim to get back to you within seven working days. We are always striving to improve our services and take any dissatisfaction very seriously. A resolution may be offered in a form of an apology, an explanation, action to correct the problem, or a financial award.

Step 3:

If you’re not satisfied with our response, or if you’re unhappy with the way things were handled, let us know, and we’ll conduct an internal review within three working days. We’ll investigate how we’ve handled the complaint and send our final resolution. In some cases, we may not be able to offer the resolution requested if the contract is live with an Energy Supplier, but we will always advise you if this is the case and next steps.

Step 4:

Hopefully, it does not come to this step and we have resolved your complaint to your satisfaction, but if we have not been able to agree a resolution placing the complaint to deadlock or the complaint is not resolved within eight weeks as a micro-business you can contact the Energy Ombudsman which is an impartial and free service for you to use.

The Energy Ombudsman,
Phone: 0330 440 1624
Go online:
Write to: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

For independent advice, the Citizens Advice Service can also be contacted on the consumer helpline: 0808 223 1133