We work hard to ensure your full satisfaction, but we realise that may not always be the case.

If so, we want to know. We commit to responding to you promptly and to addressing your complaint with complete fairness and confidentiality.

The outcome of your complaint will always result in one or more of the following:

Apology
Explanation
Taking of appropriate remedial action
Award of compensation in appropriate circumstances

How to Complain

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Independent Advice

Commission for Regulation of Utilities (CRU)

If you are unable to resolve your problem following completion of our complaints process, the CRU offers an independent complaint resolution service. The CRU aims to offer a transparent and simple complaint resolution service and it is not necessary for you to have a legal advisor to use their service.

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