Complaints and disputes resolution

The contact information is in our Complaints Procedure document, or contact you can contact your Customer Service Executive directly to let them know you’re dissatisfied. They will discuss the different ways we can resolve the issue and initiate our transparent complaints procedure.

During the complaints handling procedure, there are opportunities for the issue to be escalated internally if needed. If your complaint is of a complex natures, our full procedure can take up to eight weeks.

At any point during the procedure, your complaint may be resolved by way of an apology, an explanation, taking appropriate remedial action and /or awarding compensation in certain circumstances.

It’s unlikely we won’t reach an agreement within eight weeks, but as per our Complaints Handling Procedure, if you're unhappy you may be able to contact the Energy Ombudsman (Ombudsman Services), the Citizen’s Advice Consumer Service and /or Advice Direct Scotland for further help.

You can find contact details in our Complaints Handling Procedure document.