If You Are Not Satisfied With Our Service
Complaints Procedure
We are committed to providing you with excellent customer service, first time every time. However, sometimes things do go wrong and we want to know when this happens, so that we can sort out any problems as quickly as we can. Here is all the information you need to use our complaints procedure.
How to Contact Us:
Central & Southern Scotland |
Cheshire, Merseyside, N. Wales & N. Shropshire |
|---|---|
Telephone: 0845 273 4444 |
Telephone: 0845 273 4444 |
Please tell us your address including postcode with a contact telephone number in your letter. We will acknowledge your letter or e-mail within 1 working day.
Step 1 - Review by Customer Contact Team
However you contact us, we will aim to resolve your query within 10 working days.
Step 2 - Review by your Local Manager
If you are not happy with the response to your initial query and contact us again, we will acknowledge receipt of your complaint and arrange for a manager responsible for the electricity network in your area to review your complaint. We will contact you within 10 working days, or sooner if possible, and will do our best to resolve the problem at that stage.
Step 3 - Referral to a Senior Manager
If you are not happy with the way that the local manager has dealt with your complaint, you can ask for it to be looked at by a senior manager responsible for your region. We will contact you within 5 working days, investigate your complaint and work with you to resolve the problem.
Step 4 - Final Review by Director
If after discussing your complaint with a senior manager responsible for your region, you are not fully satisfied by their actions, you can ask for your complaint to be formally reviewed by our Customer Service Director.
We will send you a letter setting out our final position within 10 working days.
Step 5 - Energy Ombudsman
We will do all we can to solve your problem by working with you. Where appropriate we will provide an apology and an explanation of what went wrong. We will take remedial action where this is needed and may also pay compensation. However if you are still unhappy with our actions and you have followed Steps 1-4, or if we have been unable to resolve your complaint within 8 weeks you have the right to contact the energy ombudsman. This is a free and independent dispute resolution service. The ombudsman will ask you for a full account of your dealings with us and they will also contact us to gain a factual understanding of the case from our perspective.
The Ombudsman will make a final decision and inform you of the outcome.
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Telephone: 0330 440 1624
Fax: 0330 440 1625
Email: enquiries@os-energy.org
Other sources of advice and information:
These organisations may be able to provide you with independent information and advice.
- Visit the Consumer Direct website or call 0845 404 0506.
- Visit the Citizens Advice website to find your nearest branch.
- Visit the Age Concern website to find your nearest branch.
- Visit the Help the Aged website to find your nearest branch.
- Click here to download this information in pdf format.