Customer Care

It’s our job to make sure that every single one of our customers has the best possible experience. That means the most suitable products for you and first-class customer care. We consistently work to improve the experience you have with us. However, sometimes, we won't get everything right. We hope you never have to make a complaint but, if you do, you can be sure that we will do everything we can to resolve it quickly and efficiently. And, more than that, we will learn from it.

How to complain

There are a few things we'll need from you when you call, please. Firstly, we need your supply number. This is
really important as it will help us to find your details easily and, where possible, understand how best to
rectify the situation. You can find this on your invoice, but we will of course be able to guide you on where to
find this if you are struggling.
We also need some details of what went wrong, and please give us as much detail as possible. Where
necessary, please include the dates of your interactions with us and key events which are relevant to your
complaint. Finally, just in case we need to speak to you further, please include some contact details and a
preferred method of contact (e.g. phone or email).

Call us on 0808 178 8170

The easiest way to complain is to give us a call. The member of staff receiving your call will try to resolve
your complaint immediately. If they cannot, or further investigation is required, we promise to inform you of
this within five business days.

In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will

contact you and let you know the reasons why and the further action we will take. Within eight weeks of its

receipt, we will either issue you with a final response letter detailing the outcome of our investigation and

our decision, or a letter confirming when we anticipate having concluded our investigation.

Email us at

Please note, when sending emails, you should not include any personal, financial or other confidential details
as this method is not a secure way of supplying information.

Write to us

If you wish to make a complaint in writing, you can do so by writing to:
The Support Team

Customer Support
Utility Aid
3 Mill House
Carre Street
NG34 7TW

Complaint Process

Escalation to Ombudsman

If your case has been open for 8 weeks or more and a favourable resolution has not been reached, you may escalate your complaint to the Ombudsman Services. Ombudsman services are free of charge for consumers and completely impartial.
Escalation of your case can be done through many channels;

0330 440 1624

Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

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