If something goes wrong
1. Let us know
If something isn’t right, please give us a chance to correct things for you. Give us a call or send us an email to email@example.com and we’ll do everything we can to fix things as quickly as possible. our average response time for email and app queries is 2 working days.
Give us a call on 01453 761482. We’re here Monday to Friday 9am - 7pm
Alternatively, if you are a business customer, please contact firstname.lastname@example.org
If we find that we’ve made a mistake, we’ll hold our hands up, say sorry, take action to put things right, and give you a full explanation. Where appropriate, we’ll compensate you as a matter of course, and offer interest-free payment plans for any debt left outstanding too.
2. Customer Champion Team
If the issue hasn’t been resolved or you’re not happy with the solution and wish to raise a formal complaint, give us a call on 01453 761482, we’re here Monday to Friday 9am - 5:30pm, or email email@example.com, or write to us (FAO Complaints, FREEPOST ECOTRICITY), or if you are a business, email firstname.lastname@example.org and we’ll assign one of our expert investigators to work with you to reach a resolution. A formal complaint can be made at any stage of contacting us.
3. Internal Review
If you’re not happy with the response or progress of action agreed by your complaint handler you can ask to have your complaint escalated to one of our case managers.
4. Independent Help
It’s rare for problems to get to this stage, but if we’re not able to sort things out to your satisfaction within our internal process, then there are a number of different bodies you can go to for independent help depending on where you live:
England and Wales
Citizens Advice is the official source of free and independent energy advice and support in England and Wales. Citizens Advice Consumer Service is a government-funded telephone and online service offering information and advice on consumer issues. Go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133 (England) and 0808 223 1144 (Wales).
Advice Direct Scotland is the official source of free and independent energy advice and support in Scotland. Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660.
Consumer Council is the official source of free and independent energy advice and support in Norther Ireland. Go to consumercouncil.org.uk the Consumer Council on 0800 121 6022.
The Energy Supply Ombudsman is an independent body that adjudicates between customers and energy companies if your complaint is unresolved after eight weeks, or if you’ve been unable to reach a resolution with us and have been issued with the relevant signposting letter.
You can find contact details for independent help on our website.
5. Final Review
If you remain unhappy with the resolution we have offered then ask for your case to be escalated for a final review and if we feel we have done all we can we will issue you with the appropriate sign posting letter that will allow you to take your case to the energy Ombudsman.
Just let us know that you’re moving out, and we’ll do the rest. The easiest way to tell us about your home move is via your online account. We’ll need the following information to close your account:
The full address of the property you’re leaving.
The official tenancy end date or sale completion date.
Your final meter reading – this should be taken on the date that you stop being responsible for the property, or up to four days either side of that date. If we don’t receive a meter reading, we’ll estimate a final reading based on your usage history. The best thing to do is send us a photo of your final meter reading – make sure that you can also clearly see the meter serial number in the photo. You can send it to email@example.com.
The name of your landlord, letting agent or the property manager, if you’re renting.
If you know it, the name of the new occupier.
A forwarding address for your final bill.
Using this information, we can make sure your account is closed on your moving date and you only pay for the energy you’ve used. If you’d like to take us with you to your new property, we can do that, too.
You should be able to find out who your energy supplier is by asking your letting agents, landlord or the previous occupier of the property.
If you’re still not sure who your supplier is for electricity, you can contact your regional electricity distribution network, and they should be able to find out for you. You can find your regional electricity distributor on the ENA website - www.energynetworks.org/customers/find-my-network-operator.
To find out who your gas supplier is, visit www.findmysupplier.energy and enter your property details. You’ll be given a meter point reference number, which is the number of the gas supply to your property. Once you have this number, you’ll be able to look up who supplies the gas to the property.
Terms and conditions
You can access our full terms and conditions here. They include:
❯ Ethical Pricing
❯ Price Information
❯ Getting Started
❯ Your Supply
❯ Your Meter
❯ Your bill
❯ Paying your bills
❯ Struggling to Pay
❯ Pay As You Go
❯ Moving home
❯ Your information
❯ Legal Stuff
If something doesn’t make sense, just get in touch with Consumer Services on 0808 223 1133.
There’s also a glossary at the end, providing definitions of some of the most important terms we use throughout.
Every year we publish a Complaints Report, where we look at the number of complaints we received across the year (from October to September), why we received them, and what we can do to improve our performance.
You can read our full reports here.
We have a duty of care to all of our customers to ensure their needs are met, and that information about our services are accessible and understandable.
The Codes of Practice below provide a description of the service you can expect from us, and practical advice if you have any difficulties.
Our codes are also available in both large print and audio cassette upon request.
Paying your bills (PDF, 153 KB)
Pay As You Go meters (PDF, 113 KB)
Making a complaint (PDF, 98.1 KB)
Treating you fairly (PDF, 281 KB)
Supplier and customer responsibilities (PDF, 97.7 KB)
We always provide the best service we can, and as part of this it’s important that you know your rights as a consumer. Read more about your rights here.
If you’d like to speak to someone, you can also call Consumer Service on 0808 223 1133
For Welsh speaking Consumer Service call 0808 223 1144
For free, independent advice about your energy supply, check out the Citizens Advice website.
Alternatively, you can download our 'Know your rights’ documents below.
As part of our Supply Licence, we're legally obliged to meet guaranteed standards relating to billing, metering and customer enquiries.
All of our staff are carefully selected and receive extensive training to make sure you receive the highest level of customer service.
You can read more about our standards of service here or you can download our guaranteed standards documents below.