How to make a complaint

Please send us your contact details and as much information as possible about your feedback.
• Email ElectricityCustomerRelation@enwl.co.uk
• Call 0800 195 4141
• Complete the Enquiry form
• Message us on our social media channels X @ElectricityNW and Facebook
• Write to us at Customer Relations, SP Electricity North West, Hartington Road, Preston  PR1 8AF
• Meet in person either at one of our offices or your property once we have your details

You will get a response within the next working day of you sending your feedback to one of your contact details provided.

Our complaints procedure

Step 1: Tell us about your complaint
Send us your complaint and we’ll log it, give you a dedicated case owner, and aim to respond the next working day. They’ll investigate and keep you updated.

Step 2: Case specialist review
If your complaint needs further investigation or you ask for it, we’ll pass it to a case specialist. They’ll check everything has been done properly and confirm any apology, actions, or compensation.

Step 3: Case manager escalation
If you’re still unhappy, you can ask for a case manager to review the case. They’ll make sure the investigation was full and fair, then share their decision.

Step 4: Final review
We’ll give you a final outcome within 10 working days. If we can’t agree on a resolution (a “deadlock”), we’ll issue a letter so you can take the case to the Energy Ombudsman.

Energy Ombudsman 

If you have followed our complaints procedure and you're not satisfied how we've handled your complaint, you may with so to contact the Energy Ombudsman, a free, independent service set up to sort out disagreements between electricity companies and their customers.  The Energy Ombudsman will accept your complaint if after eight weeks of complaining we haven't resolved your complaint, or if we have written to you to say that we will no longer be handling your complaint and that the complaint is in 'deadlock'. 

How to contact the Energy Ombudsman: - 

• Write to:  Energy Ombudsman PO Box 966, Warrington  WA4 9DF
• Telephone:  0845 055 0760
• Email:  enquiries@energy-ombudsman.org.uk
• Website:  energy-ombudsman.org.uk 

For complaints about your energy bill, please contact your energy supplier.  To find out who your supplier is, visit Who is my supplier?

If appropriate, our response will include an apology, an explanation of the remedial action taken, and compensation where applicable.

Energy Ombudsman

The Energy Ombudsman provide a free and impartial service that aims to resolve disputes between consumers and suppliers in the energy sector when a complaint resolution can’t be reached by either the customer or provider.

Independent Ombudsman Service
The Energy Ombudsman provides a free, independent service between customers and their electricity distribution companies. If you are now happy with the way in which your complaint has been handled, you may choose to refer your complaint to the Ombudsman.

The Ombudsman will review your case when your complaint remains open for eight weeks or more or we are unable to agree a final outcome with you. This is known as ‘deadlock’.

You can contact the Energy Ombudsman direct using the following details.

• Write to them: Ombudsman Services: Energy, PO Box 966, Warrington  WA4 9DF
• Telephone: 0330 440 1624
• Website: www.ombudsman-services.org/sectors/energy

You can complaint to us if you are dissatisfied with any aspect of the service.  You don't necessarily have to be one of our customers to make a complaint.  You can be anyone who is getting, or trying to get, a service from us, or anyone acting on behalf of a customer (such as a relative, friend, carer or advice agency).