Help / Complaints

How are complaints handled?

A complaint can come from a client in the portal or be opened by your team. Each one runs against the 8 week deadline, with the dates shown on the complaint and reminders as they approach.

Letters are drafted for you to check and send: acknowledgement, chaser to a supplier, final response, and an Energy Ombudsman referral when a complaint reaches deadlock. Nothing is sent until a person has read it.

More on complaints

• Who writes the draft letters?
• Can clients make a complaint in the portal?

Not answered here? Contact us.