Are you unhappy?

How to make a complaint

If you're unhappy with our service, please let us know immediately so we can sort things out.  It’s really important that you're happy and satisfied with the service you receive.

There's a simple three-step process to make sure we get things sorted out with as little fuss as possible.

Step 1:  Get in touch
If you're unhappy, contact us at customerservice@sparkenergy.co.uk or give us a call on 0345 034 7474. We’re here 8am to 6pm weekdays and 9am to 1pm on Saturdays. You'll talk with one of our dedicated team who're here to help and will answer any questions you have. They'll provide you with a complaint case number and will aim to have your complaint resolved within 24 hours.  You can also write to us with details of your complaint to: Spark Energy, Complaints Department, Ettrick Riverside, Dunsdale Road, Selkirk, TD7 5EB.

Step 2: We'll investigate
If we need more time to look into your complaint, we’ll give you full details of who's looking after you. You'll have a named Customer Relationship Manager who'll investigate all the points you’ve raised and aim to provide a resolution within five working days. If within five working days we've not agreed a suitable resolution, or if the query is complex and other suppliers or agencies are involved, we'll let you know and provide you with regular updates. If you’re not happy with how we’ve handled things you can ask for your complaint to be reviewed by a senior manager.

Step 3: Review
In the unlikely event that your query hasn’t been resolved within an eight week timeframe, you can contact the Energy Ombudsman. We'll automatically send you a letter at this stage to provide you with all the information you need to speak to them. Alternatively, if you're satisfied with everything we've done and you want us to continue to resolve the root cause of your complaint, we'll be happy to do so.

Where you've been dissatisfied with any level of service, or you've raised a complaint, you can expect an apology, a full explanation, the steps we are taking to put things right and, where appropriate, compensation or a goodwill gesture.

Putting you first is very important to us so we'll use all complaint information (unless you state otherwise) to understand where improvements can be made in the future. We hope you won’t ever have to experience unsatisfactory service again.