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Complaint Procedure

If we have made an error, please let us know. We will do our utmost to make sure the situation is handled properly and professionally. To ensure the process is as smooth as possible for you and for us please follow these simple steps.

Standard Complaint Procedures

We're committed to responding quickly and accurately to your enquires and complaints. Your feedback and comments are important to us in maintaining and enhancing our customer service.

If we have made a mistake or done something wrong, please let us know as soon as possible so that we can fix it immediately.


Post: GnERGY Ltd

Enquires and Complaints

119 Wren Way

Farnborough, Hampshire

GU14 8TA

(All the information provided will be managed in accordance with the GnERGY Ltd policy)

Step 1

Please let us know what is wrong. You can either email us at complaint@gnergyuk.com, write us a letter or even drop in to see us. We really want to hear from you and will aim to put things right within five working days.

Step 2

In the event you are still not happy, our complaints team will pick things up for you. They will let you know what is going on and work with you to sort it out. They will communicate with you via phone,email or letter within 5 working days. Hopefully the matter would have been solved to your satisfaction. If not you can ask us to look into the matter again and if we are unable to resolve things for you, we will send you a 'final response' letter (referred to as a deadlock letter). In it, we will recap what has happened and what we have suggested - and give your contract details for the Energy Ombudsman.

Independent Advice

If you need independent advice

It's easy to get independent advice about your energy supply. The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process.

Visit: www.citizensadvice.org.uk/energy

Or call the Citizens Advice consumer helpline 03454 04 05 06 (textphone 18001 03454 04 05 06) or submit a query online.

Step 3

The Energy Ombudsman is an independent organisation you can ask to pick things up for you, for free, once you've had your final response or if it is eight weeks since you complained and we have still not fixed things. Their decision will bind us legally but you do not have to abide by their decision should they decide that you have to do something instead.

Call their customer services at 0330 440 1624, text them at 0330 440 1600, email them at enquiries@os-energy.org or simply write to them on the following address below:

Ombudsman Services: Energy

PO Box 966



To recap

  1. We will aim to sort things within 5 working days and if it is more complicated within eight weeks
  2. As part of our procedure we will:
    • Say Sorry.
    • Give an explanation.
    • Do everything we can to put things right.

We hope you will be happy with our effort. If not, or if we have not fixed the matter within eight weeks, you can get in touch with the Energy Ombudsman who will take it from there.