It’s a shame that you’ve found yourself in a position where you aren’t happy with your energy or water supplier, but it is important you find a way to make it better. Suppliers will have a specific procedure in place on their website to facilitate your complaint, it will generally be one of these:
Check to see if there is a service-specific phone line which you should be using
It is a good idea to include COMPLAINT in your email title to help direct it to the relevant people, especially if it is a customer service email as that may be the contact point for all customer enquiries
Some suppliers have forms you can fill out to specifically detail the nature of your complaint; they’ll often respond via email. Sometimes these are only available on a customer’s log in portal so check there if there isn’t one on the generic supplier website
Check to see if there is a service-specific address you should be using; this method will tend to have the longest wait times for a response
Some suppliers welcome in person conversations but be sure to check beforehand. Often you will be able to ring up the supplier to ask where your nearest contact address would be.
Your supplier should outline a specific complaints window to you including when you should first here back, where you can escalate or raise the complaint again if you disagree with the resolution and how they will remain in contact with you.
It is important to ask for any over-the-phone conversations to be reiterated in writing via email or post so you have a copy of it.
Throughout the process, be sure to keep a note of your complaint number, customer ID and any other information associated with the process (this may include the date and time you get in touch, person you speak to, and the problem you talked about) and keep this easily accessible. This will help the process run more efficiently for both parties and keep you safe from being sent around in circles or promised fake solutions.
NOT SATISFIED WITH THE RESPONSE?
The supplier may have processes in place for escalating your complaint, this usually means contacting the head of customer service or the company director. If you have done this already, or if you were dissatisfied with the initial complaint procedure/outcome then don’t worry; there’s other help available!
Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
0330 440 1624
WATRS – Water
CCW – Water
England – 0300 034 2222
Wales – 0300 0343333
These entities will work with you at any point in the complaint process – whether you’re checking if there are grounds for your complaint in the first place, or whether you’ve not been able to get any support for months.
Anything issued by these companies will be directed to your supplier to then act on.