Making a complaint
We aim to be the Nation's Most Trusted Utility Supplier, so if we've let you down in any way we need to know.
If you feel let down by the service we're giving you, please let us know as soon as you can.
Here's how to get in touch:
We're open Monday to Friday 9am - 5:30pm, and Saturday 9am - 4:30pm.
508 Edgware Road
If you call us, we will try to resolve your complaint within one working day. If you write to us, we'll try to resolve your complaint by 5pm the day after we get your letter or email. Of course, some issues take longer to resolve; if this is the case, we'll let you know.
Not happy with how your complaint is being handled?
If you've tried getting in touch and are not happy with the response you've received, you can ask to speak with a member of our Escalations Team, who may refer you to a manager or specialist team.
If that didn't work, you'll find guidance on what to do next by clicking on the service you're complaining about below: