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Our Customer Complaints Procedure

Please know that the following procedure is also available by email or post free of charge.

We take all communication from our customers very seriously and ensure that any complaints are always dealt with in a courteous and professional manner.

If you would like to get in touch to make a complaint, you can do so by:

Telephone: 01443 686664


Post: 17 Dol Afon , Porth , Mid Glamorgan CF39 0DD


We will review your complaint and look to resolve it within 10 working days. If we need more information and it is taking longer to provide a resolution, we will ensure that we keep you informed throughout the process and update you with a new timescale.

A resolution may be an apology, a gesture of goodwill, or compensation depending on the severity of the complaint.

Once we have resolved your complaint, if you remain unsatisfied or if we have not been able to resolve your complaint within 8 weeks, then you may be able to escalate your complaint to The Energy Ombudsman. This service is free and impartial.

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF


Telephone: 0330 440 1624


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