Complaint Handling Procedure

If the service we provide does not meet your expectations, or if we make an error we would like to be informed. We will investigate any issues and aim to rectify them promptly, where possible.

Step 1:

Let us know about the problem by one of the below contact methods, please provide as much information as possible to help us resolve the complaint and how you would like to be contacted in the future.

  • Call us: 0800 690 6324
  • Email us:
  • Open a chat window on our website stating your issue
  • Write to us: Parkway House, Palatine Road, Manchester, M22 4DB

Step 2:

If we are unable to resolve the query straight away,  we aim to take no longer than 7 working days to review and respond. We are always looking to improve our services and take any kind of 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:

After we have responded, if you’re not satisfied that we’ve resolved the complaint, or you’re not happy with how we dealt with things let us know, we’ll carry out an internal review of your case within 3 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 doesn’t come to this step and we have resolved your complaint to your satisfaction, but if we haven’t 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,

UIA- ADR Logo FinalWe are a proud member of The Utilities Intermediaries Association (UIA) Code of Practice & Redress Scheme. You can find out more about the scheme: HERE.

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