Complaints Handling Process

We’re committed to providing exceptional service across all our utilities — Electricity, Gas, and Water. But if something hasn’t gone quite right, we’re here to make it right. Your feedback helps us grow and serve you better.

How to Make a Complaint

You can reach us through any of the following channels:

Phone: 02071268542
Email: complaints@reonenergy.co.uk

Please include your full name, business name (if applicable), contact details, and a clear summary of the issue you’re experiencing.

Our Step-by-Step Complaints Process

Step 1: Acknowledgement

As soon as we receive your complaint, it will be assigned to an account manager. You’ll receive a confirmation email or letter outlining our process.

Step 2: Initial Response Within 3 Working Days

Your account manager will be in touch to discuss your concerns and start working toward a resolution. We aim to resolve all complaints within 7 working days.

Step 3: Record and Resolution

We log all complaint details for transparency and future reference. We’ll explain what went wrong, how we’re fixing it, and offer a sincere apology along with any applicable corrective actions.

Step 4: Escalation if Needed

If you’re unsatisfied with the response or if the issue is not resolved within 7 working days, your case will be escalated to a senior manager, who will personally review your file and contact you to reach a fair resolution.

Your Rights as a Customer

If you’re a domestic customer, microbusiness, or small business and your complaint has not been resolved within 8 weeks, or we reach a deadlock, you can contact the Energy Ombudsman for an independent review.

Visit: www.energyombudsman.org

The Ombudsman’s decision is binding on us but not on you, so you’re always free to seek additional guidance if needed.

Independent Help and Advice

If you’d like impartial support at any stage, Citizens Advice is here to help.

Call: 0808 223 1133 (free)
England & Wales: consumer/energy
Scotland: scotland/consumer/energy

Please Note:

If your complaint relates to a service provided by a third-party partner or broker, we recommend contacting them directly first. However, if you’re unsure where to start, we’re happy to guide you.