Complaints Code of Practice


We work hard to ensure all of our staff are well-trained and highly knowledgeable across all areas of the business, but unfortunately things do sometimes go wrong.

As part of resolving your complaint we will offer you an explanation and an apology. We may also take remedial action and, when appropriate, may award compensation.

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. However, if necessary your complaint will be escalated to a specialist. Our aim is to agree a solution by the end of the following working day.

If you write to us with a problem, we aim to fully resolve matters by the end of the working day after we receive your letter, email or webchat. Please provide your full contact details if you are writing to us.

If we cannot resolve your complaint fully or have not agreed a form of resolution by the end of the working day after your first contact, then your complaint will be escalated to step 2.

Step 2 - Review and independent advice

If, following Step 1 your complaint has not been resolved it will continue to be managed by a specialist and reviewed until it is resolved or step 3 comes into effect. Should you wish to seek free independent advice, there are a number of bodies that may assist you. We have listed two below.

If your complaint has not been resolved to your satisfaction, or if you want us to review your complaint at any time after Step 1, you can contact our Complaints Manager, who will undertake an independent internal review and aim to reach a resolution. You can contact our Complaints Manager using the contact details at the foot of the page.

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 remedial action and may require us to award compensation. 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.

0330 440 1624
0330 440 1600

Independent help and advice

Citizens Advice

For free, impartial advice on your situation you can contact Citizens Advice consumer service at any stage in the complaints process on 03454 04 05 06 or You can also get impartial information from your local Citizen’s Advice Bureau.

Visit Know your rights or fill out their online form for any consumer energy query.

Age UK

Age UK is the country's largest charity dedicated to helping everyone make the most of later life. Tel. 0800 169 2081.

How to contact us

There are a number of ways you can contact us if you have a query or question about your account.


0330 1115050




So Energy
107 Power Road
W4 5PY

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