The Energy Ombudsman Service is a free independent service that will give you help and advice about your complaint. If you still aren't satisﬁed after Step 3 and we've issued a deadlock letter, or if the problem has been going on for more than 8 weeks, you can contact the Ombudsman. (We'll write to you and let you know that you can take your complaint to them). You must refer your complaint to the Ombudsman within 12 months. You may be referred back to us if you haven't escalated your complaint via our formal complaints process outlined in steps one to three.
The Energy Ombudsman will carry out an independent investigation on your behalf. If your complaint is investigated and you decide to accept the Ombudsman's decision then then we are bound by this outcome, but customers are not. Therefore, if you are not satisﬁed with their decision, you are free to pursue your complaint elsewhere, but will lose the right to any resolution through the Ombudsman services.
As part of resolving your complaint they may ask us to do one or more of the following:
- Give an explanation
- Take remedial action
- Award compensation
Where appropriate, here's how to contact the Energy Ombudsman:
Alternatively, if you applied to use our products and services online, you can try to reach an out-of-court settlement via the European Commission. Visit the European Commission Online Dispute Resolution web page and follow the instructions in order to select the appropriate online dispute resolution body to formally handle your issue.