Treating our customers fairly

Our intention is to provide a service that is clear, simple and caring.

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.

Caring: We will listen to your concerns and take your feedback onboard. If you tell us there is a problem, we will focus on resolving it for you. 

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.

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. If you have trouble accessing this, please reach out and we can arrange to present this in an alternative format. 

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

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.