Feedback and complaints

If you have feedback, we'd like to hear about it.

We work hard to ensure you're happy with our service, but we realise that's not always the case.

If so, we want to know about it. We commit to responding to you promptly and to addressing your complaint with complete fairness and confidentiality.

The outcome of your complaint will always result in one or more of the following:

  • Apology
  • Explanation
  • Taking of appropriate remedial action
  • Award of compensation in appropriate circumstances.

How to  complain

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Step 1:

Contact us using one of the options below; let us know what the problem is and we will aim to fix it straight away:

Call us on 0800 012 4510 (Mon-Fri 0800-1800)

Email us at complaints@mygreenstarenergy.com (we will acknowledge your complaint before the end of the next working day)

Write to Customer Service, Green Star Energy, Elder House 3rd Floor, 586-592 Elder Gate, Central Milton Keynes, MK9 1LR

Minicom (via Text Relay) 18001 0800 012 4510 text phone suitable for deaf, hearing or speech impaired customers.

 

Please note: We may record phone calls from time to time to help improve the quality of our service. If you're not happy with the resolution, then you can proceed to Step 2.

Step 2:

Following Step 1 you can ask for your complaint to be escalated. If you have phoned in we will try to put you through to someone on the call, but if no-one is available we will arrange a suitable time for you to be contacted - this can be via email or letter if you'd prefer. Depending on the type of query, this may be escalated to a specialist or a team leader.

If you have an email or letter response you can ask in your reply that it be escalated, or call us on 0800012 4510 to speak to someone.

 

Following the escalation, if you are still not happy you can proceed to Step 3.

Step 3:

Following Step 2, if you're not happy with our decision contact our Complaints Manager who will independently review the decision:

Email us at complaints@mygreenstarenergy.com (we will acknowledge your complaint before the end of the next working day)

Write to Complaints Manager, Green Star Energy, Elder House 3rd Floor, 586-592 Elder Gate, Central Milton Keynes, MK9 1LR

We will get back to you within 5 working days.

We take complaints seriously and will always do our very best to resolve the complaint to your satisfaction immediately. In some cases we'll need to find out more before we can fix the problem. We'll tell you what will happen next and if needed, we'll put you in touch with a manager, a complaints specialist or a process expert.

Citizens Advice

If you would like free, confidential and impartial advice on consumer issues you can at any point visit www.citizensadvice.org.uk/energy or use the Citizens Advice complaints web form. Alternatively call the Citizens Advice consumer helpline on 03454 04 05 06 (0345 404 0505 for Welsh speakers).

Staying Connected Energy
Consumer Checklist

The Staying Connected Energy Consumer Checklist is a document produced by Citizens Advice consumer service that contains the key information that energy consumers need to know in order to get and stay connected to their energy supply.

There are two versions of the document - the Know Your Rights in a Changing Energy Market with the basic information you'll need and the more detailed version with links to other sources of information. You can download either of these below:

  1. Know Your Rights in a Changing Energy Market - with the basic information (PDF)
  2. Energy Consumer Checklist - with more detailed information, including links to other sources of information (PDF)

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The Energy Ombudsman
Service & the European
Commission

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:

  • Apologise
  • Give an explanation
  • Take remedial action
  • Award compensation

Where appropriate, here's how to contact the Energy Ombudsman:

Phone

0330 440 1624

Textphone

0330 440 1600

Email

osenquiries@os-energy.org

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.

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Quarterly Number
of Complaints

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Quarter
  • Q3 2013
  • Q4 2013
  • Q1 2014
  • Q2 2014
  • Q3 2014
  • Q4 2014
  • Q1 2015
  • Q2 2015
  • Q3 2015
  • Q4 2015
  • Q1 2016
  • Q2 2016
  • Q3 2016
  • Q4 2016
  • Q1 2017
# of
Complaints
Received
  • 1
  • 14
  • 52
  • 80
  • 113
  • 146
  • 186
  • 244
  • 752
  • 1287
  • 1701
  • 2652
  • 3165
  • 3906
  • 2562
# of
Complaints
Received Per
100,000
Customers
  • 721
  • 179
  • 311
  • 444
  • 241
  • 456
  • 244
  • 177
  • 387
  • 490
  • 528
  • 705
  • 773
  • 1020
  • 500
# of
Complaints
Resolved
  • 1
  • 14
  • 43
  • 83
  • 112
  • 118
  • 210
  • 228
  • 567
  • 1046
  • 1511
  • 2510
  • 1984
  • 5054
  • 2460
# of
Complaints
Resolved Per100,000
Customers
  • 721
  • 179
  • 257
  • 461
  • 239
  • 368
  • 276
  • 166
  • 288
  • 404
  • 469
  • 667
  • 484
  • 1320
  • 480
%
Resolved
at Day +1
  • 100%
  • 57%
  • 47%
  • 54%
  • 18%
  • 31%
  • 28%
  • 41%
  • 37%
  • 19%
  • 20%
  • 31%
  • 32%
  • 28%
  • 28%
%
Resolved
at eight week
  • 100%
  • 100%
  • 96%
  • 100%
  • 100%
  • 99%
  • 84%
  • 86%
  • 74%
  • 89%
  • 82%
  • 83%
  • 82%
  • 70%
  • 87%

The most common complaints we received in Q2 2016 were billing (19.20%) followed by sales (13.1%) related, with customer service (9.5%) related complaints representing the remaining volume. As our customer base grows, we have seen an organic rise in the number of complaints received. We are in the process of reducing issue backlogs, which should lead to a notable improvement in the number of complaints going forward. We are reviewing our billing clarity as part of ongoing quality improvements, and continue to work closely with our sales partners to ensure that we are providing appropriate products. We anticipate the volume of complaints per 100,000 customers to plateau as we approach the end of 2016.

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Annual
Complaints Report

As per The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 we are publishing our annual complaints report for the year to 30th September 2014. Please click here to download it or contact us and we can post you out a copy.