Treating our customers fairly

Our intention is to provide a service that is clear, simple and great value for money.

Simple: We always try to keep things as simple as possible and will take all reasonable steps to make sure that you fully understand the product or service that we offer.

Clear: We will never change anything about your product or service without clearly explaining as to why we're doing so in advance. There are no hidden charges or fees with us, we're completely upfront about everything.

Great value for money: Well, this speaks for itself. To ensure that we always have one of the best-priced tariffs out there we have a Low Price Policy.

We do our best to ensure that you are happy with the service we provide you. However, sometimes things go wrong or don't work in the way you might have expected. If this happens we make it easy for you to contact us so that we can hopefully rectify the situation as soon as possible.

Independent help and advice

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Visit www.citizensadvice.org.uk/energy or call the Citizens Advice consumer helpline on 03454 04 05 06.

If you’re unhappy

If you aren't happy with the service that we have provided and feel you need to complain, we have a Complaints Code of Practice that details how we handle complaints. For a copy, please see here Complaints Procedure or we can email or post one to you.

Send a message to complaints@so.energy and we'll get back to you within five working days.