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    We'll act fast if you have a complaint.

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    Our three-step complaints procedure sets out what we'll do if you're unhappy with any aspect of our service.

  • We can usually resolve your complaint easily once we've spoken to you, so please let us know what's gone wrong.

    • Call - 0345 071 9649*. We'll do everything we can to try and resolve the problem there and then. If necessary, we'll escalate your complaint to a manager or specialist. We'll aim to agree a solution by 8pm the following day.
    • Online – You can use our online form. 
    • Write to us. We'll aim to resolve your complaint by 8pm on the working day after we receive your letter. Please include your account number, name, full address and phone number:
    •         M&S Energy
              PO Box 7506
              PH1 3QR

    If you would prefer to talk to us face-to-face about your complaint, you can visit one of our Customer Service Centres. Please contact us for details of your nearest office.

    If we cannot resolve your complaint fully or have not agreed a form of resolution by 8pm the following working day after your first contact, then you can proceed to the next step.

    If you want to discuss your complaint further, our Head of Customer Service Team can help. They'll aim to reach a resolution within 5 working days.

    You can contact the Head of Customer Service Team, providing your name, account number and/or full address, as follows:

    If you have not received a satisfactory response from our Head of Customer Service Team and six weeks have passed since you first registered your complaint, or we have reached ‘deadlock’ (ie we can’t agree a way forward), we’ll write to let you know how you can contact Ombudsman Services: Energy.

    • Phone – 0330 440 16241
    • Textphone – 0330 440 160021
    • Email – osenquiries@os-energy.org
    • Website – www.ombudsman-services.org/energy 

    The Ombudsman Services: Energy will carry out an independent investigation into your complaint. As part of the complaints resolution process, the Ombudsman can ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation.

    Any decision the Ombudsman makes will be binding on our company, but not on you, so you can seek further advice if you wish to.

    It's easy to get free, independent advice so that you 'Know your rights' as an energy consumer. 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.

    To 'Know your rights' visit www.citizensadvice.org.uk/energy for up-to-date information, contact the Citizens Advice consumer service on 03454 04 05 06 or send an email using their energy query form.

    Download our full complaints handling documents:

    Complaints Handling Statement (PDF) >

    Annual Complaints Report (PDF) >

    Quarterly Complaints Performance (PDF) >

    See full complaints handling regulations on www.legislation.gov.uk.

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