Last updated: [date]
We aim to give every customer a great service. But if something goes wrong, we want to know — and we want to put it right.
How to complain
Get in touch by phone on [number], by email at [email], or by post at [registered office address]. Please give us your name, business name, contact details and a description of what's gone wrong.
What happens next
- We'll acknowledge your complaint within [3] working days.
- We'll investigate and aim to resolve it within [10] working days.
- If we need longer, we'll keep you updated and aim to give you a final response within eight weeks.
If you're still not satisfied
If we can't resolve your complaint within eight weeks, or you're unhappy with our final response, you can refer it — free of charge — to [the Energy Ombudsman / our approved ADR scheme] at [contact details / website]. They are independent, and their review is impartial.
Our commitment
We treat every complaint seriously and use what we learn to improve our service.
Template draft — confirm the timescales and your ADR scheme details with a solicitor, and update once your membership is confirmed.