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.
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.
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: Ombudsman-Services.org 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.
The following organisations may be able to offer further information or specialist advice:
0800 678 1602 I AgeUK.org.uk I Tavis House, 1-6 Tavistock Square, London WC1H 9NA
Citizens Advice Consumer Service
03454 04 05 06 I CitizensAdvice.org.uk
Energy Savings Trust
020 7222 0101 I EST.org.uk I 21 Dartmouth Street, London SW1H 9BP
0808 808 4000 I NationalDebtline.co.uk
Our Complaints Performance
View our complaints performance here.
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