Our goal is to make dealing with your energy as simple as possible. However, we appreciate things may go wrong. If that happens, we're here to put them right.
Here's what to expect when you tell us that your expectations haven't been met - we call this our complaints process.
As part of your complaint, we will work with you to agree on a satisfactory resolution.
If wish to raise a complaint, please contact us.
Alternatively, the process may be started by us during conversations with our Customer Care advisors when we detect that you are unhappy with our products or services.
Regardless of how the process starts, it will follow the steps outlined below.
Our Complaints Procedure
Step 1 - We strive to resolve your complaint at the first point of contact
When you contact us with a problem our advisor will attempt to resolve matters with you immediately. To facilitate this resolution, our advisors will work with you to understand your complaint and gather all the necessary information. Depending on the case, they may also require support from other specialist teams within So Energy. The advisor will retain ownership of your complaint. If they cannot reach a resolution with you within 24 hours, they may pass your complaint to a senior team member.
Step 2 - Review and independent advice
If following Step 1, your complaint has not been resolved it will continue to be managed by the senior team member who will continue working with you towards a resolution, providing all the necessary information along the way. This process can take up to 8 weeks. If we are unsuccessful in agreeing on a satisfactory resolution, you will be able to seek help from the Energy Ombudsman. Throughout the complaints process, you are welcome to seek free independent advice, there are a number of bodies that may assist you. We have listed a few examples below.
Step 3 - If we can't resolve your complaint
If we’ve come to no resolution on your complaint after 8 weeks, or if we have issued you with a ‘deadlock’ letter, you can contact (details below) the Ombudsman who will carry out a free, independent investigation on your behalf. As part of resolving your complaint, the Ombudsman may ask us to make an apology or give an explanation. They can also ask us to take any remedial action they deem necessary or reasonable. Any decision the Ombudsman makes will be binding on our company, but not on you, so you can seek further advice if you wish to.
Ombudsman Contact Details
Phone: 0330 440 1624
Textphone: 0330 440 1600
Independent help and advice
For free, impartial advice on your situation, you can contact Citizens Advice consumer service at any stage in the complaints process on 0800 223 1133 or www.cirtizensadvice.org.uk/energy. You can also get impartial information from your local Citizen's Advice Bureau.
Age UK is the country's largest charity dedicated to helping everyone make the most of later life. You can contact them through 0800 169 2081 or www.ageuk.org.uk.
For free money and pensions guidance sponsered by HM Government, you can contact MoneyHelper online at https://www.moneyhelper.org.uk/ or by phone on 0800 011 3797.
How to contact us for any other queries
Phone: 0330 111 5050
Post: Suite 2 Power Road Studios 114 Power Road, Chiswick, London, England, W4 5PY
Last updated: Fri, 1 Dec, 2023 at 4:34 PMPrint this page
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