Your views are important to us and if we do not deliver to the high standard of service you should expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints

Step 1

Please contact us at your earliest convenience with the following information:

• Your full name, address and telephone number
• Details of any previous correspondence you’ve had with us
• Details of your problem or complaint
• We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing: Aiden House, Sunderland Road, Gateshead, NE8 3HU

By phone: 0330 0432990 By email: [email protected]

Step 2

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Step 3

We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, a deadlock letter will be sent out to the customer and the customer has the right to refer your case to Ofgem.

You can contact them in one of the following ways:

In writing:

Ombudsman Services: Energy, PO BOX 966 Warrington, WA4 9DF

Website: http://www.ombudsman-services.org/complain-now

Email: [email protected]

Telephone 0330 440 1624 – Energy Ombudsman