Initial Steps
Please contact our specialist Customer Care team between 9am and 5pm, Monday to Friday. Our team will work with you to resolve your complaint.

t: 0203 637 8137
e: customercare@truenergy.co.uk
a: TruEnergy, Gable House, 239 Regents Park Road, London, N3 3LF

Once you’ve raised a complaint, one of our Customer Care Specialists will contact you within five working days. Following a full review of your complaint, if appropriate, we’ll take the following actions:

• We’ll apologise and provide a detailed explanation of why this has occurred.
• We’ll propose a remedial plan to correct things and, if appropriate, this will include awarding compensation.

Follow Up Steps
If the complaint hasn’t been resolved to your satisfaction, or you’d like the decision to be reviewed by our Customer Experience Director, you can contact their team who will respond to you within a further five working days – please bring your call or email to the attention of the Customer Experience Director specifically.

t: 0203 637 8137
e: customercare@truenergy.co.uk
a: TruEnergy, Gable House, 239 Regents Park Road, London, N3 3LF

Independent Advice
If you need independent advice about your energy supply, you can get in touch with Citizens Advice at any time during the complaints process. Their consumer service is free, confidential, and gives impartial advice.

England and Wales:

t: 0808 223 1133
w: citizensadvice.org.uk/energy

Scotland:

t: 0800 028 1456
w: citizensadvice.org.uk/scotland

Procedure
We always aim to respond to your complaint within one day and resolve it as soon as we can. However, there might be cases where the procedure takes longer. This is usually because we have needed to be in touch with other industry partners, which can slow the process. We make it our priority to provide the best customer experience for our customers and we do what we can to avoid any dissatisfaction.

If the procedure takes more than eight weeks, or we cannot agree on how to move forward, then you can refer the issue to the Energy Ombudsman.

t: 0330 440 1624
e: enquiry@energyombudsman.org
a: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

The Ombudsman offers a free and independent service, and they will undertake a full review of your concerns and of the actions that TruEnergy took in order to try to get to a resolution. If the Ombudsman finds that TruEnergy have not acted correctly, then they will tell us what we are required to do in order to put things right. This can include an explanation and/or apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you, and if you do accept the Ombudsman’s decision, we will be liable to act on it.

If we have resolved your complaint to your satisfaction, we are pleased to have helped. It is not always easy but it is the most important thing we can do. Thank you for your patience and your custom. You can download and view a copy of our complaints procedure here.

To view TruEnergy’s latest complaints handling report (Q2 2022) you can download the file here.

The Warm Home Discount helps eligible customers cover their high winter bills. Customers who qualify receive a credit of £150 towards their energy bills before 31 March 2024. Eligibility is not determined by TruEnergy, but instead by the Department for Business, Energy & Industrial Strategy (if you live in England and Wales).

We recently partnered with Charis, an organisation dedicated to assisting customers grappling with utility debt. This year, Charis has allocated funds for the procurement of energy-efficient appliances. Please check if you are eligible here if you live in England and Wales.

There is a concurrent scheme for customers in Scotland with slightly different qualification criteria. If you are in Scotland and you believe you might be eligible for the Warm Home Discount, please return our Google form here.

For further information, please download our Q&A here. You can also visit the UK Government website here.

You will find our performance data here for Q1 2023, Q2 2023, Q3 2023 & Q4 2023.