Complaints Procedure

We pride ourselves on our customer service and the manner in which we conduct our business. However, we also understand that things can go wrong, and we take all complaints very seriously. If you are unhappy with any of our sales activities, marketing activities, or just the general level of service you have received, we’ll do our utmost to correct these issues.

If you are unhappy and wish to make a complaint you can do it in a number of ways.

· Write to us or visit: 2/0 Merchants House, 7 West George Street, Glasgow, G2 1BA

· Call us on: 0141 321 1985

· Email us at: [email protected]

We will deal with your complaint straight away and inform you of our expected timescales to investigate your complaint. We will make sure that your complaint is treated with courtesy and respect.

We strive to deal with all complaints within 24 working hours but in some instances this can take longer. We will inform you of this in writing should more than 24 working hours elapse without a resolution. Once a decision on your complaint has been reached we will write to you (via letter or email) to confirm the outcome.

If after 7 working days your complaint remains unresolved or upon the resolution of your complaint you are still unhappy, we with your consent, will escalate it to the Independent Code Manager using If after 8 weeks your complaint is still unresolved, or you have received a deadlock letter from us, then you can refer your case to the Ombudsman Services for an independent review, if:

1. You are categorised as a microbusiness by Ofgem

2. Your business is registered in the UK

3. You’ve received a deadlock letter from us or 8 weeks has passed since you first raised your complaint

To initiate a complaint please email, visit or call us in the first instance outlining your complaint and a member of the complaints team will be in contact to help resolve any issues you may have experienced.

Should you be unhappy with the outcome of your complaint, then you are entitled to contact the Energy Ombudsman for a free and impartial review or call 0330 440 1624.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF Email: [email protected]

We will keep the records of all the complains received, including all relevant dates and documents.