We strive to provide excellent service to all our customers at all times. However, we understand that there may be situations where you have a complaint or concern about our services when things haven’t quite gone to plan.

We value your feedback and take complaints seriously, and we have established a customer complaint procedure to ensure that your concerns are addressed promptly and efficiently.

You can download our complaints procedure here.

Step 1: Contact Customer Support

If you have a complaint or concern, the first step is to contact our Customer Services Team. You can contact them through the following channels:

Phone: 0333 321 2010
Email: customerservices@switch2.co.uk
Online Contact Form here.

When contacting the Customer Services Team, please provide the following information:

• Your name
• Contact details (phone number, email address)
• Account number (if applicable)
• Description of the complaint or concern
• Any relevant supporting documents or evidence

Our team will make every effort to resolve the issue during the initial contact. If your concern is not resolved, or if you are not satisfied with the resolution provided, you can proceed to Step 2.

Step 2: Escalation

If your issue isn’t resolved by our representative in customer services, you can ask for it to be reviewed by our Resolutions Team. They may contact you for more information and will work to find the best resolution.

Email: Resolution@switch2.co.uk

Step 3: Final review

If your concern is not resolved at this stage, you can request to escalate the complaint to the Head of Customer Services. You can do this by informing the representative handling your case or by submitting a written request via email or through the online contact form.

Please provide the following information in your escalation request:

• Your name
• Contact details (phone number, email address)
• Account number (if applicable)
• Summary of the complaint or concern
• Reference number or details of your previous interaction with Customer Support

The Head of Customer Services will review your complaint and work with you directly to address the issue. They will keep you informed about the progress and will try to provide a response within 10 working days.

Still not resolved?

If we supply your heat but can’t resolve your complaint, you have options. Should your issue still be unresolved after 8 weeks, or if you’re dissatisfied with our final response or deadlock letter, you have the right to escalate the situation.

Starting from 1st April 2025, the Energy Ombudsman will handle disputes for all heat network consumers. However, this applies only to issues identified on or after 1st April 2025.

You can contact the Energy Ombudsman for free, independent help and have the case independently reviewed:

Phone: 0330 440 1624
Website: www.energyombudsman.org

 

Independent Advice and Support

For free, independent advice on energy issues—such as managing bills or understanding your meter and how it works, you can contact:

If you live in England or Wales: 

Citizens Advice
Phone: 0808 223 1133 (Mon–Fri, 9am–5pm)
Website: citizensadvice.org.uk/energy 

If you live in Scotland:

Energy Advice Scotland
Phone:  0808 196 8660 (Mon–Fri, 9am–5pm)
Website:  energyadvice.scot