Complaints

Unhappy?

We at Green Network Energy are committed to excellent customer service and aim to get things right first time. Sometimes despite these efforts, things go wrong but it’s our goal to fix things as smoothly and quickly as possible when they do. If you have a complaint, we’re really sorry you’re not happy. We want to sort things out for you quickly, so please contact us by:
Logging into your account and sending us a message
Phoning us on 0800 520 02 02 (Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 13:00)
Emailing us at complaints@greennetworkenergy.co.uk
Writing to us at Green Network Energy, Po Box 73948, London, EC4P 4HQ addressing it to the Complaints Manager
Our Response Guarantee If you call us and unfortunately we cannot resolve the problem on the call, we will aim to provide a resolution or an update within five working days. If you send us your complaint via email we will aim to contact you within five working days with a resolution or an update. If we receive your letter by post then we will log your complaint on our systems on the day we receive it and aim to contact you within five working days with a resolution or an update. To resolve your complaint we will:
  • Give you an explanation about what went wrong
  • Do everything to put things right, typically within 10 working days but we will contact you if it is likely to take longer
  • Apologise if we have made a mistake
  • We may also offer compensation
We will keep you informed throughout the process so you know what is happening every step of the way. We’ll also use your feedback to help develop and improve our services. If at the end of our process you’re still not happy then there are some further options. To find out more please view our Complaints Policy, which can be found alongside our other Codes of Conduct.