How to Complain

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We’re Really Sorry You’re Not Happy

We want to sort things out for you quickly

We aim to make sure that we handle all complaints fairly and efficiently and we will always handle your complaint confidentially.  We are committed to continually improve our customer service and learn from any feedback we receive. 

When you make a complaint, we'll try to resolve it as quickly as possible. The outcome will always result in one of the following:

  • An apology
  • An explanation
  • Financial payment
  • Action to put things right

How To Complain


How to Raise a Complaint

Step 1: Contact Us Directly

Let us know what the problem is. We'll make every effort to get your complaint sorted there and then, but sometimes it can take a little longer.

Contact Us


We aim to respond to your complaint as soon as possible, but no later than 10 working days.

Step 2: We'll Provide Dedicated Support

If we're unable to resolve your complaint when you first contact us, your details will be passed to our dedicated Resolution Team who will take responsibility for your complaint until it's resolved.

If you have contacted us by email, social media or by letter and haven't had a response within 10 working days, then please contact our Resolutions Team directly by post or email.

By Post

Resolutions Team, Green Star Energy
Elder House 3rd Floor

586-592 Elder Gate
Milton Keynes MK9 1LR 


What happens if we are unable to resolve your complaint within eight weeks or can't reach a satisfactory resolution?

We’ll write to you to let you know you have the right to pass your complaint to the Ombudsman Services: Energy.

The Ombudsman is totally independent and there to help sort out disputes between energy suppliers and their customers. It is free to use their services and they make their decision based only on the information available.

There are several ways to contact them:

visit:  call:  0330 440 1624  write to: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

If you wish to have a printed copy of how to raise a complaint just click here to download a copy.   

Useful Contacts

The following organisations may be able to offer further information or specialist advice:

Age UK

0800 678 1602   I   Tavis House, 1-6 Tavistock Square, London WC1H 9NA   

Citizens Advice Consumer Service

0808 223 1133   I   

Energy Savings Trust

020 7222 0101   I     21 Dartmouth Street, London SW1H 9BP    

National Debtline 

0808 808 4000   I   


Our  Complaints Performance 

View our complaints performance here.


Can we help you today?

  • Find out what to do if you have a power cut or can smell gas here.
  • Find out how to save energy and reduce your energy bills here.
  • Find out how to get help if you are struggling to pay your energy bills here.

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