We want to get it right first time…
but if we don’t, we want you to complain! By complaining you
give us the opportunity to put things right and to try and stop
the same thing happening again. Thank You.
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029 2000 2882
However you contact us your complaint will be passed to an energy expert who will do all they can to fix the problem for you. We want to fix a problem as soon as we can and at least within 2 working days.
If after 2 working days, you re still not happy you can ask for an independent person at sero to look at your complaint to see if there is anything more we can do.
If after this review we still haven’t been able to agree how to fix the problem You can contact The Energy Ombudsman on 0330 440 1624 or at www.ombudsman-services.org/ sectors/energy It is an independent organisation and a free service.
You must first have given us an opportunity to respond to your Complaint in accordance with our Complaints procedure before going to the Energy Ombudsman. If the Energy Ombudsman orders us to do something for you, we legally must do it.
If the Energy Ombudsman suggests something you should do, you do not have to follow its suggestion.
There is legislation and standards of conduct that protect you, and we are fully committed to following it. These are:
The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008
The Gas and Electricity (Consumer Complaints Handling Standards) (Amendment) Regulations 2017