Share your feedback

How to make a complaint

We value your feedback and are committed to providing the best service possible.

 

We aim to provide the highest level of service at all times, so we’re sorry if you’ve had an experience that hasn’t met your expectations. Your feedback is important to us, and letting us know about a problem helps us put things right and improve our services.

This page explains how to make a complaint and what you can expect from us throughout the process, including the steps we’ll take and the timeframes involved. When you do make a complaint, we aim to deal with your concerns efficiently and fairly, and put things right as quickly as possible.  We appreciate you taking the time to share your concerns.

If you have a complaint about your energy bill, please contact your supplier.  Find out who your electricity suppler is by visiting our Who is my supplier? web page. 

How to contact us about your complaint

There are lots of ways you can easily send us your feedback as detailed below - whichever is the most convenient for you. Please send us your contact details and as much information as possible about your complaint, so we can help you as quickly and thoroughly as possible.  We aim to reply within 10 working days. 

Email

Email us

Call 0800 195 4141

Enquiry form

Complete the enquiry form

Message us on Facebook

Visit our Facebook page

Write to us at Customer Relations, 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

 

Our complaints procedure


Striving for perfection doesn't mean we're flawless. We aim to deliver an excellent, safe, reliable and affordable service to all our customers. However, we understand that occasionally things don't go as planned, and mistakes can happen. When they do, we want to hear from you.
Your feedback helps us to identify what went wrong, make amends, and prevent it from happening again.

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 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 

  

Ofgem (Office of Gas and Electricity Markets) Electricity Guaranteed Standards

Our industry regulator, Ofgem, sets Guaranteed Standards. If we fail to meet these Standards, you are entitled to receive a payment.

Visit Guaranteed standards of service

 

Your privacy

We are dedicated to safeguarding your privacy and treating your personal information with respect. The details you provide will not be used for marketing purposes. However, we collaborate with two research organizations, Rant & Rave and Explain Research, who may reach out to you for feedback on our services. Your feedback will be shared with us and Ofgem, our regulator. Rest assured, we will not sell or disclose your information to any other third party for any purpose. For more information on how we handle your personal data, please read our Privacy Policy.

 

 

Frequently asked questions