We care and value all our customers and treat all complaints seriously. If you are unhappy and wish to
make a complaint, our complaints procedure is outlined below,
Step 1
Please contact us by phone or email to let us know what has happened and what you would like us to
do to put it right.
Telephone: 0208 962 8791
Email: timothy@londonelectricgas.co.uk
Opening Hours: Monday-Friday 9am-6:00pm.
Step 2
We’ll acknowledge your complaint and work with you to resolve the matter as quickly as possible. We
also offer an apology for any inconvenience caused.
Step 3
We will seek to resolve the issue within 10 working days and advise you what we have done to provide a
satisfactory resolution and bring the matter to a close. In some cases, we may not be able to resolve the
issue within 10 working days, in which case we will contact you to advise we will need more time.
If we do not hear from you within 10 working days of receiving our final response, we will conclude that
you are happy with our reply.
Step 4
If you remain unsatisfied with our final response, or if we have not resolved your complaint within 8
weeks, then you can submit a complaint to the Ombudsman Services for independent review. The
Ombudsman Services is impartial and free for all customers to use.
The Ombudsman’s contact details:
Email: enquiry@ombudsman-services.org
Telephone: 0330 440 1624 (8am-8pm Monday to Friday, 9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Website: www.ombudsman-services.org