We want to help our customers get the most out of their smart meter, so if something’s gone wrong let us know and we’ll do everything we can to sort it out. We follow a simple 3 stage approach to smart meter complaints as shown below. The first step is letting us know about your issue so why not get in touch and we can work on resolving your complaint for you.
Our customer service teams are on hand to resolve your issue - chat to us now. Monday to Friday 8am – 10pm, and Saturday 8:30am – 6pm
If you would rather speak to us you can call us - free on:
If you have an issue and you’d like to speak to our customer service team call us - free on:
0800 074 1985 Monday to Friday 8am - 10pm, and Saturday 8.30am - 6pm
Raise your issue to our Customer Service Director
If you have already raised your issue with our customer service team and feel it is not resolved, you can contact our Director Support team by completing a short form. If you have not yet raised a complaint and need additional help please complete the form and we will investigate for you. We normally respond within within 3-5 days.
Please include a note of your complaint reference number if you already have one and provide full details on why you need to escalate your issue and what we can do to resolve it.
This is the final stage of our complaints process, we aim to resolve all complaints by this point, however if you feel it is not resolved to your satisfaction or if you do not agree with the outcome of your complaint you can contact our Director support team, if not already done so, or you can seek further independent support and advice should you need it. This information is contained in our procedure below.
For more information on how we will handle your complaint or other ways to get in touch - download our complaints procedure.