Making a complaint

Please contact our customer care team between 9am – 5pm Monday – Friday and we will work with you to resolve your complaint. You can contact us in a number of ways:

• Phone: 01709 357315
• Email: [email protected]
• Address: B3 Patrick Tobin Business Park, Bolton Road, Wath Upon Dearne, S63 7LL

If you contact us via telephone our Customer Service Advisors will attempt to resolve the matters with you immediately. If the matter cannot be immediately resolved the advisor will ask you to write to us via email or post.

We aim to respond to your complaint in full within 10 working days. Sometimes this is not possible as we may need further time, if so we will keep you updated with the new timescales we put in place for resolving your complaint.

Resolving a complaint

The Customer Service Advisor will provide you with a resolution to your complaint. You will be able to accept or reject the resolution depending on whether you feel the resolution is fair.

• If you accept the resolution your complaint is resolved
• If we cant agree a resolution to your complaint we will refer you to the ombudsmen and dependant on timescales a deadlock letter may be issued

Complaint deadlock

If your complaint is less than 8 weeks old and we have done everything we can to try and resolve your complaint, we will deadlock the complaint. A letter will be sent advising you of the deadlock, this means that you can go to The Energy Ombudsman with your complaint. If your complaint is more than 8 weeks old, and we have not come to resolution, you will receive a letter advising you are within your rights to contact The Energy Ombudsman.

The Energy Ombudsman will liaise with us directly to try and come to a resolution. Their services are free for you to use and they’re entirely independent, they don’t take sides and their decisions are based only on the information they have.

Contact details for the Energy Ombudsmen

• Phone: 0330 440 1624
• Email: [email protected]
• Address: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Citizens Advice

Citizens Advice consumer service offers easy to get free, independent advice about your energy supply. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

t: 0808 223 1133 or Welsh speaking: 0808 223 1144
w: www.citizensadvice.org.uk/energy

Smart Metering

Every year we report our smart meter target with the industry. Dyce Energy has a smart meter target of: 0 for 2022.