Complaints Code of Practice

Our goal is to make dealing with your energy as simple as possible. However, we appreciate things may go wrong. If that happens, we're here to put them right.

Here's what to expect when you tell us that your expectations haven't been met - we call this our complaints process.
As part of your complaint, we will work with you to agree on a satisfactory resolution.

If wish to raise a complaint, please contact us.

Alternatively, the process may be started by us during conversations with our Customer Care advisors when we identify that you are unhappy with our products or services. 

Regardless of how the process starts, it will follow the steps outlined below. 

Our Complaints Procedure

1. Step 1 - We strive to resolve your complaint at the first point of contact

   When you contact us with a problem our advisor will attempt to resolve matters with you immediately. To facilitate this resolution, our advisors will work with you to understand your complaint and gather all the necessary information. Depending on the case, they may also require support from other specialist teams within So Energy. The advisor will retain ownership of your complaint and work with you to reach a satisfactory outcome. If a resolution cannot be found by the end of the following working day, we will confirm this in writing but the advisor will continue to manage your complaint.
   
   

2. Step 2 - Review and independent advice

   If following Step 1, your complaint has not been resolved, it will continue to be managed by your customer care advisor, who will work with you towards a resolution, providing all the necessary information along the way. This process can take up to 8 weeks. If we are unsuccessful in agreeing on a satisfactory resolution, you will be able to seek help from the Energy Ombudsman. Throughout the complaints process, you are welcome to seek free independent advice, there are several bodies that may assist you. We have listed a few examples below. 

3. Step 3 - If we can't resolve your complaint

   If we’ve come to no resolution on your complaint after 8 weeks, or if we have issued you with a ‘deadlock’ letter, you can contact (details below) the Ombudsman who will carry out a free, independent investigation on your behalf. 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 any remedial action they deem necessary or reasonable. Any decision the Ombudsman makes will be binding on our company, but not on you, so you can seek further advice if you wish to. 

   
   

   Energy Ombudsman Contact Details 

   Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

   Textphone: 0330 440 1600 

   Email: enquiry@energyombudsman.org

   Website: www.energyombudsman.org
   Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

   
   

Independent help and advice

For free, impartial advice on your situation, you can contact Citizens Advice consumer service at any stage in the complaints process on 0800 223 1133 or https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue//. You can also get impartial information from your local Citizen's Advice Bureau.

Age UK is the country's largest charity dedicated to helping everyone make the most of later life. You can contact them through 0800 169 2081 or www.ageuk.org.uk.

For free money and pensions guidance sponsered by HM Government, you can contact MoneyHelper online at https://www.moneyhelper.org.uk/ or by phone on 0800 011 3797.  

How to contact us for any other queries

Phone: 0330 111 5050
Email: help@so.energy
website: www.so.energy
Post: So Energy, Care of Apogee, 6-8 Bonhill Street, London, EC2A 4BX