How to Make a Complaint

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 or or by using any of the other contact details below.

We aim to respond to your complaint as soon as possible, but no later than 2-working days.

Step 2

We’ll provide 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.

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 0800 103 2702 or emailing

There are a number of ways you can contact us:
For the quickest response why not private message us via our social media channels:

Or call us on 0800 103 2702

Alternatively, you can send an email to or

Or if you prefer, 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.

What happens when you raise a complaint?
We will try to resolve your complaint as quickly as possible. 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 Ombudsman Services: Energy.

Ombudsman Services: Energy 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.

You can contact them by visiting
or calling 0330 440 1624
or writing to: Ombudsman Services: Energy PO Box 966, Warrington, WA4 9DF.

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’ visit for up to date information or contact the Citizens Advice Consumer Service on 03454 04 05 06. 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:

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


National Debtline

The helpline that provides free confidential and independent advice on how to deal with debt problems

Phone: 0808 808 4000


The Disabled Living Foundation

A national charity that provides impartial advice, information and training on daily living aids.

Phone: 0845 130 9177


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

Know your rights

Know your rights Welsh

Guaranteed Standards of Performance

Complaints Handling Policy Final