Complaints Handling Process

Complaints Handling Process

At With Energy, we aim to provide excellent service. If you’re dissatisfied or believe something has gone wrong, please follow the steps below to raise a complaint. You can also nominate someone to raise a complaint on your behalf, just provide us with their name and contact details.

Note: We may share complaints with your housing association as part of service reviews. If you'd prefer your complaint remains confidential, please let us know and we will respect your privacy.

Step One: Submitting Your Complaint

You can raise a complaint by:

We recommend submitting your complaint in writing to ensure there is a clear record.

Please include:

  • A clear explanation of the issue

  • The date(s) the issue occurred

  • Any relevant supporting information (e.g. meter readings)

  • Your preferred outcome

  • Your contact details and preferred times to be contacted

We will acknowledge your complaint within 8 working hours.
We aim to respond fully within 10 working days.

Step Two: Escalation to a Team Leader

If you’re not satisfied with our response, you may request escalation to a Customer Services Team Leader.


Response within 5 working days

Step Three: Escalation to the Head of Customer Experience

If you remain dissatisfied, you can request further escalation to our Head of Customer Experience.


Response within 5 working days

Step Four: Final Response and Deadlock

If we cannot reach a satisfactory resolution, we will issue a Deadlock Letter. This will confirm our final position and explain how you can refer the matter to the Energy Ombudsman. You can also contact organisations like Citizens Advice for support at any stage.

Step Five: Independent Review by the Energy Ombudsman

You can contact the Energy Ombudsman if:

  • You’ve received a Deadlock Letter, or

  • Your complaint has been open for more than 8 weeks

The Ombudsman is independent and free to use. They will ask for:

  • Details of your complaint

  • The date you first raised it

  • Steps taken by both parties

  • Your preferred outcome

Contact details:

  • Email: enquiry@energyombudsman.org

  • Phone: 0330 440 1624

  • Website: www.energyombudsman.org

  • Address: PO Box 966, Warrington WA4 9DF

The Ombudsman typically makes a decision within 6–8 weeks. If they uphold your complaint, they may require With Energy to:

  • Apologise

  • Provide an explanation

  • Take corrective action

  • Offer compensation (up to £10,000)

We value your feedback—each complaint helps us improve. Thank you for helping us deliver better service.