Step 1: Contact your supplier
In the first instance, you must contact your supplier to try and resolve your complaint with them directly.
Step 2: Contact us
If your supplier could not resolve your complaint to your satisfaction or within an appropriate timeframe, please contact us.
Step 3: Seek further action
If your complaint was not resolved to your satisfaction at Step 2, you can contact us again and ask if it is possible to take the matter further.
Our process
If you wish to make a complaint about your energy or water supply, you should first contact your supplier to try and resolve your complaint directly with them. If your complaint was not resolved to your satisfaction, you can then contact us. This section explains our process in handling complaints.
Engagement Principles
This Engagement Principles document outlines our commitment to users of our service, setting out the expectations and obligations that apply.