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  • Complaints

    We are committed to offering our customers the very best in customer service and are keen to hear how you feel about us.

  • We always aim to provide a 10 out of 10 service to every customer that contact us. We do understand that sometimes, we don't do things the way customers want us to, and we love to hear about these situations as we can learn from them and hopefully provide you with satisfactory resolution. 

    All our staff are highly trained to offer you the best possible customer service and will do their utmost to help you. If they need to involve their manager, they will do so to ensure the matter is resolved as quickly and easily as possible.

    As part of resolving your complaint, we will offer you an explanation and an apology. We will also take remedial action and may award compensation in appropriate circumstances in line with Ofgem's Quality of Service Guaranteed Standards.

    If you're complaint is relating to your bill, meter or anything regarding your electricity/gas account, you should contact your energy supplier. Their details can be found on your most recent bill. 

  • Storm Arwen customer payments - update 23 December

    Earlier this month we announced that we’re voluntarily increasing statutory compensation payments by 20% and removing the caprecognising the exceptional impact of Storm Arwen. These compensation payments, which are processed automatically, are calculated using Ofgem's Guaranteed Standards of service plus our additional enhancement.

    The payments are being processed proactively by our teams using the records on our customer database, and ever since all power supplies were restored, we’ve been working hard to ensure that everyone who is due a payment receives it ahead of Christmas.

    As of Tuesday this week (21st), payments for all known customers due this statutory compensation have been processed, with over 33,000 cheques issued. 

    In addition, we have proactively written to around 2,500 customers where we need additional information to allow us to process their payment as quickly as possible, for example we may not have up-to-date details of who lives at a particular address. We will continue to work through this process, working with third parties, to identify each customer eligible.

    Alongside these statutory payments, a separate team is processing claims for accommodation, food and other reasonable costs incurred by our customers as a result of Storm Arwen. 

    By the end of last week we’ve reimbursed nearly 1,700 separate claims, and our teams will be working in between Christmas and New Year to process any which are still outstanding. Any new claims we receive next week will be processed and paid during January.

    If you incurred any reasonable extra costs for accommodation, food or other reasonable expenditure as a result of Storm Arwen and have not yet submitted a claim, we would encourage you to do so as soon as possible – please submit your claim, including all relevant receipts to


  • How to raise a complaint

    We've made it as easy as possible for you to contact us with a complaint.

  • Compliments and Thank you's

    If you're looking to make a compliment or say thanks rather than a complaint, we have a dedicated page that'll allow you to do just that. Compliments
  • Ombudsman services

    Find out what you need to do if you'd like the Energy Ombudsman to look at your complaint.  Ombudsman services
  • Customer support

    We're committed to providing you with a 10 out of 10 service. Our customer support page will provide advice on the many ways we can help you.  Customer support