Utility Discount

Complaints Procedure

If something has gone wrong, here's how to tell us and what happens next.

We aim to provide a high standard of service. If we have not met your expectations we want to know about it, both so we can put things right for you and so we can improve.

How to raise a complaint

You can raise a complaint with us in any of the following ways:

When raising a complaint, please include as much detail as you can: your name and contact details, a description of what happened, when it happened, and what you would like us to do to resolve it. The more detail you can give us, the quicker we can investigate.

What happens next

  • We will acknowledge your complaint within five working days of receiving it.
  • We will tell you who is handling the complaint and how long we expect the investigation to take.
  • We will keep you informed of progress and contact you with our findings or to ask for any further information we need.
  • Where we have got something wrong we will tell you, explain why, and put it right where we can.

Most complaints are resolved within four weeks. If a complaint is more complex we will agree a timescale with you.

If you are not satisfied with our response

Energy switching disputes

If your complaint relates to an energy switch you arranged through our service and we have not been able to resolve it to your satisfaction, you can refer the dispute to the European Online Dispute Resolution platform at ec.europa.eu/odr. They will forward the details to your supplier's nominated dispute resolution service.

For complaints about your energy supplier directly (rather than about the switching service), the Energy Ombudsman is the independent body that handles complaints about gas and electricity suppliers in the UK. They can be contacted free of charge once your supplier's complaints process has been exhausted (usually after eight weeks) or if your supplier has issued a deadlock letter.

Data protection complaints

If your complaint is about how we have handled your personal data, you can complain to the Information Commissioner's Office (ICO):

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Tel: 0303 123 1113
Web: ico.org.uk

We would, however, appreciate the chance to deal with your concerns before you approach the ICO.

Marketing and unsolicited contact

If your complaint relates to marketing communications you have received from us, please use our Marketing Preferences page to opt out, then contact us so we can investigate how it happened.