Last updated: 4th July 2026
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. Every complaint is taken seriously and treated with courtesy and respect.
How to complain
You can contact us by phone on 0161 409 0673 or by email at complaints@lightutilities.co.uk. Please include your name, business name, contact details, and a description of what has gone wrong. You can make, progress, and chase your complaint through either of these channels at every stage of the process.
This procedure is available free of charge by email on request.
What happens next
- We will acknowledge your complaint within 3 working days.
- We will investigate and aim to provide a full response within 10 working days.
- If we need more time, we will keep you updated throughout the process.
- In all cases, we will provide a final response within eight weeks.
How we may resolve your complaint
Depending on the circumstances, a resolution may include an apology, a goodwill gesture, or compensation where appropriate.
If you're still not satisfied
If we have not resolved your complaint within eight weeks, or you are unhappy with our final response, you can refer it — free of charge — to the Energy Ombudsman. They provide an independent, impartial service at no cost to you.
Energy OmbudsmanP.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Our commitment
We keep a record of every complaint, including dates and key details. We use what we learn to continuously improve our service.