Making a Complaint

We work hard to get things right, but sometimes things can go wrong. If you have a service problem or a billing issue, please contact us to discuss the issue.

If you wish to make a complaint, please contact us via:

• Live chat on our website; or
• Email (via our contact page, you can request a call back in your email)

Our Complaints Process

1. Tell us what’s wrong.
2. We’ll investigate – Our team will listen and work to resolve the issue.
3. You’ll get a response – We aim to resolve most issues within 20 working days, with up to a further 20 working days if more time is needed.
4. Need to escalate? – If the matter is unresolved, you can take it to:
   • Utilities Disputes (for electricity): Free and independent.

     Find more info here or call 0800 22 33 40

   • Telecommunications Dispute Resolution (for broadband and mobile): Free and independent.

     Find more info here or call 0508 98 98 98

We will inform you about the Utilities Disputes (UDL) and Telecommunications Dispute Resolution (TDR) schemes:

• When your complaint is first made,
• If your complaint reaches a deadlock, and
• If we consider a complaint to be frivolous or vexatious.

For more information on resolution timeframes:

• Utilities Disputes timeframes
• TDR timeframes