Complaints

We hope this is part of our web site that you’ll never have to visit. We work on prevention rather than cure, but if we’ve got it wrong, we want you to let us know.

Making a complaint

In the first instance call us on 0800 783 8851 or from a mobile 01920 486156 or email complaints@greenenergyuk.com

We will look into the matter and get back to you within 5 working days. If after our response you are not satisfied with the outcome or the way you have been treated then please write to:

  • The Directors
  • Green Energy (UK) plc
  • Black Swan House
  • 23 Baldock Street
  • Ware
  • Herts
  • SG12 9DH

In the unlikely event that our Directors cannot reach a solution that you are happy with, you can contact the Energy Supply Ombudsman. They will however refer the matter back to us if you have not first escalated the complaint through our formal channels. Their details are on the right:

Ombudsman

  • Energy Supply Ombudsman
  • P0 Box 966
  • Warrington
  • WA4 9DF

www.energy-ombudsman.org.uk

  • T: 0330 440 1624
  • Textphone: 0330 440 1600

Independent advice

For free and helpful independent advice you may wish to contact Citizens Advice

www.adviceguide.org.uk

Annual report

In 2008 new complaint handling regulations were introduced by OFGEM requiring energy providers to publish an annual complaint report.

The Complaint Handling Regulations are published on the Office of Public Sector Information (OPSI) website:

OPSI Complaint Handling Regulations

We are proud of our customer service and last year, we answered 98% of calls in 15 seconds and had only 8 cases we couldn't resolve within 48 hours.

Our full annual complaints report can be found here.

For our latest quarterly complaints report click here.