Complaints: Heat networks

This complaint form should be used for concerns relating to heat networks. For any other types of complaint, please use our complaints form.  

Stage 1. Your complaint

When submitting a complaint, please include your existing case reference number, if you have one, so we can investigate your concerns as efficiently as possible. 

We will:

• Acknowledge your complaint within 5 working days. 
• Carefully review the details you’ve provided 
• Send you a written response explaining our findings and any steps we can take to resolve the issue.  

When a Complaint Handler has been assigned, they will begin their review, and the formal complaints process will commence. They will aim to provide a response within 15 working days of being assigned the case, if more time is required, they we will let you know.

Stage 2. Complaint review

If you are not satisfied with our Stage 1 response, you can ask for your complaint to be reviewed by the senior energy team.  

We will: 

• Reassess your complaint from start to finish 
• Provide a final written response explaining our decision and any proposed resolution.   

When a Complaint Handler has been assigned, they will begin their review, and the formal complaints process will commence. They will aim to provide a response within 15 working days of being assigned the case, if more time is required, they we will let you know.

Stage 3. External review  

We always aim to resolve complaints directly with you. However, if we are unable to do so, or if 8 weeks have passed since you first raised your complaint, you can request an independent review on how your complaint was handled by contacting The Energy Ombudsman.