{"id":12950,"date":"2022-12-02T16:44:30","date_gmt":"2022-12-02T16:44:30","guid":{"rendered":"https:\/\/staging-goodenergy.kinsta.cloud\/?post_type=support-article&p=12950"},"modified":"2026-04-29T09:54:05","modified_gmt":"2026-04-29T09:54:05","slug":"complaints","status":"publish","type":"support-article","link":"https:\/\/www.goodenergy.co.uk\/support\/articles\/complaints\/","title":{"rendered":"How to make a complaint"},"content":{"rendered":"
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We\u2019re really proud of our history of delivering excellent customer service. We work hard to ensure all of our staff are well-trained and highly knowledgeable across all areas of the business. Even with the best will in the world, we all know things can go wrong from time to time. If that happens we want to hear from you to put things right again.<\/p>\n

When resolving your complaint, we will always offer an explanation and an apology. If required and appropriate, we will also take remedial action and may award you compensation.<\/p>\n\n \n <\/div>\n

\n\n \n \"Good \n <\/div>\n <\/div>\n\n\n\n

Our complaints process<\/h3>\n\n\n
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Get in touch<\/strong><\/p>\n

However you want to get in touch, we will aim to resolve your complaint in your first contact with us or by the end of the next working day.<\/p>\n

In-person or in writing:<\/p>\n

Good Energy<\/strong>
\nMonkton Park Offices<\/strong>
\nMonkton Park<\/strong>
\nChippenham<\/strong>
\nSN15 1GH<\/strong><\/p>\n

By phone:\u00a00345 034 2400
\nBy email:\u00a0hello@goodenergy.co.uk<\/p>\n

Or contact the team directly by using our online form.<\/p>\n

If we haven\u2019t been able to resolve your complaint by the end of the next working day, we will be in touch within five working days and regularly thereafter until your complaint is resolved.<\/p>\n

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Our team are available between 9am and 5pm Monday to Friday excluding bank holidays.<\/strong><\/p>\n<\/div>\n<\/div>\n\n

\n \n \n Complaints form <\/span>\n <\/a>\n <\/div>\n <\/div>\n <\/div>\n
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\n \"Step <\/div>\n <\/div>\n
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Internal Review<\/strong><\/p>\n

We will make every effort to resolve your complaint immediately. If we haven\u2019t been able to come to a mutually acceptable resolution after step 1, you can raise the matter with your complaint handler who will ensure an independent internal review is carried out. Once again we will aim to carry out this review and reach a resolution within 5 working days.<\/p>\n\n <\/div>\n <\/div>\n

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\n \"Step <\/div>\n <\/div>\n
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Independent help + advice <\/strong><\/p>\n

At any point in the complaints process, you have the option of contacting\u00a0Citizens Advice<\/a>. Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice, and they can refer you directly to the Extra Help Unit service if you need additional support to resolve your energy complaint. You can find more information here<\/a>.<\/p>\n

If we\u2019ve not been able to resolve your complaint through steps 1 & 2 we will issue you with a letter outlining our final decision, known as a \u201cdeadlock\u201d letter. This gives you the right to have a free, independent review of your complaint carried out by the Energy Ombudsman. As part of resolving your complaint the Ombudsman may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman make will be binding on our company, but not on you, so you can seek further advice if you wish to.<\/p>\n\n <\/div>\n <\/div>\n

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\n \"Step <\/div>\n <\/div>\n \n <\/div>\n\n\n\n

Contact the Energy Ombudsman <\/h3>\n\n\n\n
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What are my rights?<\/h5>\n\n\n\n

You also have the right to a free independent review carried out by the Energy Ombudsman if we have not been able to resolve your complaint after eight weeks. We will write to you to let you know when your complaint is eight weeks old.<\/p>\n\n\n\n

Phone: <\/strong>0330 440 1624
Email:<\/strong> enquiry@energyombudsman.org<\/a>
Website: <\/strong>www.energyombudsman.org<\/a><\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n

To review our complaints performance, please click here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

We work hard to support you with your energy, but understand that sometimes things go wrong. If they do, find out how to tell us so we can put them right.<\/p>\n","protected":false},"author":20,"featured_media":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"support-category":[475],"class_list":["post-12950","support-article","type-support-article","status-publish","hentry","support-category-help-with-complaints"],"pp_statuses_selecting_workflow":false,"pp_workflow_action":"current","pp_status_selection":"publish","pp_force_visibility":null,"pp_subpost_visibility":null,"pp_inherited_force_visibility":null,"pp_inherited_subpost_visibility":null,"pp_post_mime_type":"","acf":[],"yoast_head":"\nHow to make a complaint | Good Energy<\/title>\n<meta name=\"description\" content=\"We work hard to support you with your energy, but sometimes things go wrong. 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