Step 1: Registering your complaint

So that we can deal with your complaint, please get in touch. If you contact us by telephone we’ll always work to resolve your complaint within one working day.

If you contact us by email or letter, we’ll always work to resolve this within seven working days the day after the letter or email is received. Of course, some issues take longer to resolve; if this is the case, we’ll set your expectations within the above timescales.

Most complaints are resolved at this stage. If you’re not happy at any point you may ask to speak with a member of our escalations team, who may then refer to either the management team or one of our specialist teams.

If your complaint isn’t resolved to your satisfaction within the above timescales you may proceed to the next step.

Email us:

Send us a message complaints@myenergysolutions.org

Call us:

0208 106 8796

Write to us:

133 Tame Road, Birmingham, England, B6 7DG

Step 2: If there’s a problem with your complaint

If, after reporting your complaint through Step 1, you feel that it hasn’t been satisfactorily dealt with seven working day, you may contact our Customer Escalations Team.

Our Customer Escalations Team is specifically dedicated to resolving your complaint and will carry out an independent internal review to make sure it’s resolved to your satisfaction.

If we’re unable to reach an agreement, we will write to you explaining our position and final decision.

Write to us

133 Tame Road, Birmingham, England, B6 7DG

Step 3: If the complaint isn’t resolved to your satisfaction

If our Customer Escalations Team hasn’t resolved your complaint to your satisfaction after eight weeks of first registering your complaint with us, or we have issued you a letter explaining our position and final decision, and you are still unhappy, then you may contact the Ombudsman Services. If referring your case to the Ombudsman Services, you must do this within 12 months of the date we issue you with the deadlock letter stating our final position.

Ombudsman Services offers a free and impartial service for consumers. They will investigate your complaint and will provide a decision. You can then choose to accept or reject their decision.

If you accept, we must act on their findings. They could ask us to provide an apology, explanation, take remedial action and provide monetary compensation in appropriate circumstances.

If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman services.

Remember, you may contact Citizens Advice at any time during the complaint process for free, independent and practical advice.

Ombudsman Services

The Ombudsman Services resolve disputes between consumers and companies signed up to their scheme. It’s an impartial, free service.

Ombudsman Energy

Telephone: 0330 440 1624

Deaf or speech impaired customers: 0330 440 1600 

Online: ombudsman-services.org

Ombudsman Services Energy
PO Box 966, Warrington, WA4 9DF