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Complaints procedure

For free, impartial energy advice you can contact the nice people at the
Citizen's Advice Consumer Service (CACS) on 0345 404 0506 or visit
www.citizensadvice.org.uk/energy. Their Energy Consumer Checklist
and Know Your Rights are available on our website at
www.affectenergy.com/cacs. Contact us if you need a copy sending.

If you feel that our service hasn't met your expectations, please get in touch so we can put things right.

In the first instance: Please contact our complaints team at complaints@affectenergy.com or call us on 0330 60 62 675.

Then: If we're not able to resolve your query, you can ask for it to be escalated to a specialist or team leader

Finally: If you're still not happy with our decision, you can contact our Operations Manager for independent review. Email us at operations@afectenergy.com, and you'll receive a reply within 5 days working days.

If you've followed the above steps, but your complaint remains unresolved after 8 weeks, you can contact the Ombudsman Service Energy on 0330 0440 1624 or www.os-energy.org. This is a free and independent service whose decision we must abide by.