We’ll acknowledge receipt of your complaint promptly and regularly keep in contact while we investigate your concerns.
We’ll aim to resolve your complaint within 20 working days. If we can’t, we’ll write to you explaining why we need more time to reach a resolution.
If your complaint is better handled by another party such as a network company, meter company or any other retailer, we may refer your complaint to that company on your behalf. We’ll notify you that we’ve referred your complaint and provide you with the appropriate name and contact details.