Making a complaint

We're here to help

We hope you never have reason to complain, but if there is a problem we want to know.

At CitizEn Energy providing an excellent service is a priority, so we hope you never have a reason to complain. However, we understand that occasionally things can go wrong. If you have a problem, tell us as soon as you can and we’ll do our best to put things right quickly for you. We take every complaint very seriously, and we’ll use your feedback to try improve our service for everyone.

View our Complaints Handling Procedure here. 

Get in touch with us by:

If we can’t sort out your problem straight away, we’ll aim to get back to you within 10 working days.

If you’re still not happy

If you’ve made a complaint and you’re not happy about how it’s been resolved, we’ll talk to you about how we can work together to sort it out. You can also ask us to undertake an internal review of how we’re handling your complaint.

We’ll work hard to try and get a result that you’re happy with. But if you’re not, we’ll look into things again and you’ll receive what’s called a ‘final response’, which means we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested. We’ll also give you contact details for the Energy Ombudsman.

Independent advice

For free, impartial energy advice you can contact the Citizens Advice Bureau. They can advise on getting help paying your energy bills, choosing the right tariff and comparing energy suppliers in England you can call them on 03444 111 444. You can also visit their website www.citizensadvice.org.uk/energy (England and Wales).

The Energy Ombudsman

If we’ve sent you a final response or it’s been eight weeks since you complained and we still haven’t fixed things, the Energy Ombudsman is your next step. It’s a free, independent service to help resolve complaints about energy suppliers.

They’ll make a decision on your case. You don’t have to accept their decision, but if you do, they’ll tell us what we need to do next. This may mean we have to apologise, explain what’s gone wrong, correct the problem or give you compensation. 

You can contact the Energy Ombudsman by: 

  • Phone: 0330 440 1624 
  • Textphone: 0330 440 1600 
  • Fax: 0300 440 1625 
  • Email: osenquires@os-energy.org 
  • Post: Ombudsman Service: Energy, PO Box 966, Warrington WA4 9DF

To find out more about the Energy Ombudsman, visit www.ombudsman-services.org/energy