Our Complaints Handling Procedure.

What is a complaint?

A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.

What to expect.

All of our Energy Specialists are energy experts and go through extensive training to take full ownership of your complaint from start to finish. They’re empowered to make decisions in order to provide you with the best possible resolution to your complaint.

Firstly, tell us about your complaint.

We’ll work together to resolve it. Our Energy Specialists aim to find a resolution that works for everyone involved.We’ll say sorry, offer to give you an explanation and fix any mistakes. We may also offer you compensation in appropriate circumstances. We aim to resolve most complaints straight away, but more complex cases might take us longer.Don’t worry though, we’ll keep you in the loop so you know what’s happening and what to expect next.

• Email us at hi@sainsburysenergy.com

• Call us on 0808 501 5277, Monday to Thursday 9am - 5pm, and Friday 9am - 4pm.

Not satisfied with the outcome? Let us try again.

You can ask for, or we’ll get you a second opinion from another expert or manager to reach a fair outcome we’re all happy with. Together, we’ll agree how and when we’ll keep you up to date on your complaint’s progress.

The Energy Ombudsman.

Is a free, independent and impartial service. If we don’t agree on a resolution, you can contact the Energy Ombudsman if we’ve sent you a final offer letter or if we haven’t resolved your complaint within 8 weeks. You can contact them on 0330 440 1624, email enquiry@energyombudsman.org, visit energyombudsman.org or write to PO Box 966, Warrington, WA4 9DF.The Energy Ombudsman will carry out an independent investigation on your behalf and any decision reached by them that you accept is binding on us, but not on you. As part of resolving your complaint; they may ask us to do one or more of the following:

• Apologise.

• Give an explanation.

• Take action to correct things for you.

• Award compensation.

• Call the Energy Ombudsman on 0330 440 1624

• Email the Energy Ombudsman at enquiry@energyombudsman.org

• Write to the Energy Ombudsman at PO Box 966, Warrington, WA4 9DF

Independent help and advice.

We get that sometimes you might want to get some free and impartial advice from someone other than us, someone independent. You could contact Citizens Advice, who offer energy help and support. All calls are free.

• If you live in England or Wales, go to citizensadvice.org.uk/energy or call 0808 223 1133, 9am - 5pm Monday to Friday. Relay UK: 18001 followed by 0808 223 1133.

• If you live in Scotland go to energyadvice.scot or call 0808 196 8660, 9am - 5pm Monday to Friday. Relay UK: 18001 followed by 0808 196 8660.

Some other useful contacts who offer free and impartial advice:

• StepChange offer debt support - or call them on 0800 138 1111, Monday to Friday 8am to 8pm and Saturday 8am to 4pm.

• Energy Savings Trust offer energy efficiency advice and clean energy solutions - or call them on 0800 444 202 (England), 0808 808 2282 (Scotland), 0808 808 2244 (Wales), 0800 111 4455 (Northern Ireland).

• National Debtline offer debt support - or call them on 0808 808 4000, Monday to Friday 9am - 8pm and Saturday 9:30am - 1pm.

Need to get in touch about your complaint?

Email us at hi@sainsburysenergy.com, we’re here 8am - 10pm everyday.

Alternatively, you can call us on 0808 501 5277 9am - 5pm Monday to Thursday, and 9am - 4pm Friday.

Or send a letter to Sainsbury’s @ E.ON Next, Trinity House, 2 Burton Street, Nottingham, NG1 4BX.