How to raise a complaint

Step 1: You can raise your complaint by phone, email or letter. Once your complaint has been received, we will send you a Complaint Reference Number within 1 working day. All our contact information can be found either to the right or at the bottom of this page.

Step 2: Our complaints team will begin a full investigation, and we aim to complete this within 3 working days. Once completed, we will be in touch to discuss our findings and next steps.

Step 3: We will work with you to reach an agreeable resolution.

If at any stage you would like an update about your complaint, please feel free to reach out to us on 0191 303 7750 or email us at customer.complaints@greenpoweradvice.co.uk.

Step 4: If we’re unable to reach a mutual agreement, we will send you a final response known as a ‘Deadlock Letter’.

Or

After 8 weeks of your complaint being open, we will send you an ‘8 Week’ letter.

If you receive either of these letters, you can escalate your complaint to the Energy Ombudsman Services, using the details below:

They offer a free, independent, and impartial dispute resolution scheme who can look into your complaint. They will liaise with us and yourself and will provide an outcome.

• Post:
  Energy Ombudsman
  P.O. Box 966
  Warrington
  WA4 9DF.
• Phone: 0330 440 1624

  (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm).

• Email:

  enquiry@energyombudsman.org

• Web:

  www.energyombudsman.org