Formal complaints: Heat networks

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

Stage 1. Your complaint

When submitting a formal 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 3 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.  

We aim to respond within 15 working days of acknowledging your complaint. If we need more time, 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.   

We aim to respond within 15 working days of receiving your review request. If there are any delays, 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.