We have (up to) eight weeks to resolve a customer complaint. They can contact us at any time to check progress. Once we have reached a decision, we will send them a ‘deadlock letter’, along with Ombudsman contact details. This will normally contain a final offer in settlement of the complaint.At this point the customer will need to decide if they think our response is reasonable and will solve the problem. If not, the customer is free to contact the Ombudsman. We will advise that the Ombudsman service is free and impartial for consumers.
Post: OMBUDSMAN SERVICES: Energy, P.O.Box 966, Warrington, WA4 9DF
Telephone: 0330 440 1624
