Cookie Policy

1.  Introduction

To make this site work properly, we sometimes place small data files called cookies on your device. Most big websites do this too. 

What are cookies? 

A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the  website to remember your actions and preferences (such as login, language, font size and other display preferences) over  a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one  page to another. 

How we use cookies 

The cookies we use help us in the following ways: 

The cookies on our website don’t: 

Changing your cookies settings 

If you’re happy to let us use cookies when you use our website, you don’t need to do anything. 

It’s OK if you’d rather we didn’t use cookies or if you want to delete existing ones on your device. However, you might find parts of our website won’t work properly, or might take longer to load.

You can find out how to change and manage your cookie settings here: 


Necessary cookies make sure the site is able to run and includes your site preferences.


With analytical cookies we’re able to track site usage that in return lets us improve the information on the website.


Marketing cookies are used to track the success of our advertising campaigns.

Complaints Procedure 

1.  Introduction 

Sometimes problems happen. If they do, let us know so we can work with you to resolve them. Copies of this code are  available on our website: We will also send a copy free of charge in response to a request. 

1.2  What to do if you are unhappy 

If you are unhappy with any service or contract you have with us, please email Our office hours  are Monday to Friday between 0830 and 1700 hours excluding Bank Holidays. If you tell us you are not happy with the  way we dealt with your enquiry or delivered a service, we will do our best to sort things out immediately. 

We carefully monitor complaints so that we can avoid making the same mistakes again. If something goes wrong, we  want you to tell us. Then we can put it right and make sure the same thing doesn’t happen to someone else. 

1.3. Independent dispute resolution 

We are a member of the Ombudsman Service: Energy (the Ombudsman). This is an independent dispute resolution  service approved by the industry regulator for dealing with unresolved complaints from domestic or small business  customers. Small businesses in this context are defined as those undertakings for whom up to ten individuals work. If you  are an eligible small business and are still unhappy 8 weeks after you have given us the chance to resolve your complaint,  you can refer the matter to the Ombudsman. 

We may refer you to the Ombudsman, if we cannot resolve the matter for you. In this case, we would issue a “deadlock  letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us. 

1.4. Their contact details are: 

Post: Ombudsman Services: Energy 

PO Box 966 


WA4 9DF 

Phone: 0330 440 1614 

Textphone: 0330 440 1600 

Fax: 0330 440 1615