THROUGHOUT THE COMPLAINT PROCESS WE WILL BE FAIR, HONEST, TRANSPARENT AND PROFESSIONAL.

IF YOU HAVE A COMPLAINT, LET US TAKE CARE OF IT FOR YOU.

We are really sorry you are not happy, we want to sort things out for you quickly. We work hard to try and stop things going wrong so that you do not have to complain, but we know we are not perfect and when things are not right, we need you to tell us. This page sets out the steps on how you can complain to us, and what you can expect to happen.

How to raise a complaint:

Step 1 – Contact us directly

Let us know what the problem is.
We will make every effort to get your complaint sorted on the same day you make contact with us, but please be aware, sometimes it can take a little longer.
Please contact our Customer Services Team at [email protected] or write directly to [email protected].

If you have contacted us by email, social media or by letter and haven’t had a response within 7-working days, then please contact our Customer Service Team directly by calling our FREEPHONE 0800 103 2702 or emailing us at [email protected].

If you prefer, you can write to us at: Outfox the Market, 16, North Mills, Frog Island, Leicester, LE3 5DL. You can even come and see us in person if you wish, but please call first to make an appointment.

Step 2 – Dedicated support

If we are unable to resolve your complaint when you first contact us, our dedicated Customer Service Team will continue to review your complaint and take responsibility for it until it is resolved. We aim to resolve all complaints where possible within 15–days

What happens when you raise a complaint?

We will try to resolve your complaint as quickly as possible and if it isn’t something we can solve right away we may complete an internal review and have more questions for you. The outcome will always result in one or more of the following:

  • An apology
  • An explanation
  • Appropriate remedial action(s)
  • A financial award given the circumstance(s)
Please note, we are a resolution–based company, and we like to fix things as soon as the matter is brought to our attention. We will work hard to investigate the issue and make sure measures are put in place to stop it from happening again. Not every outcome will result in a financial award and whilst we will consider it, depending on the individual circumstances, we believe that the award itself does not fix the problem.

What happens if we are unable to resolve your complaint within eight weeks or cannot reach a satisfactory resolution?

We will write to you to let you know you have the right to pass your complaint to the Energy Ombudsman. The Energy Ombudsman is totally independent and there to help sort out disputes between energy suppliers and their customers. It is free to use their services and they make their decision based only on the information available.
We work closely with the Energy Ombudsman to ensure the resolutions we provide are fair and consistent. It’s best you work with us as your supplier in the first instance to reach an agreement. You can request your required remedy directly from us to give us a chance to help you resolve things quickly.

For more information on our complaints handling policy and contacting the Energy Ombudsman, click here.

For a free paper copy of our complaints handling procedure call us on 0800 103 2702.

If you need independent advice…

It is easy to get free, independent advice so that you ‘Know your rights’ as an energy consumer. To ‘Know your rights’ click through the links below for up to date information.

  1. Know your rights in a changing energy market – England, Wales and Scotland version
  2. Know your rights in a changing energy market – England and Wales version
  3. Know your rights in a changing energy market – Scotland
  4. Know your rights in a changing energy market – Welsh version

Alternatively contact the Citizens Advice Consumer Service directly on (England) 0808 223 1133 and (Welsh speaking) 0808 223 1144. You can get in touch with them at any time during the complaints process.

The following organisations may be able to offer further information or specialist advice:

Independent sources of help

AGE UK - Phone: 0800 009 966 Website: https://www.ageuk.org.uk

Energy Saving Trust
The Energy Saving Trust is organised as a social enterprise with charitable status. Gives independent and impartial advice to communities and households.
Phone: 0300 123 1234 and Home Energy Scotland free on 0808 808 2282.
Website: https://energysavingtrust.org.uk

National Debtline
The helpline that provides free confidential and independent advice on how to deal with debt problems.
Phone: 0808 808 4000
Website: https://www.nationaldebtline.org

The Disabled Living Foundation
A national charity that provides impartial advice, information and training on daily living aids.
Phone: 0845 130 9177
Website: https://www.dlf.org.uk

Useful resources:
Know your rights
Guaranteed Standards of Performance
Complaints Handling Policy
Annual Consumer Complaints Report
Privacy Policy

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