Putting Things Right

We want to make sure you receive an excellent service at all times but if you have any problems, we want to resolve them as quickly and efficiently as we can.

Let us Know

The first thing to do if you’re not happy with any aspect of our service is to let us know so we can have the opportunity to put it right for you as quickly as possible. You can call, email or write to us and one of our advisors based in Scotland will do everything they can to resolve your problem. 

Phone: 0808 168 4534
Email: complaints@our-power.co.uk

Post: Customer Service
Our Power Energy Supply Ltd
The Hays Business Centre
4 Hay Avenue
Edinburgh
EH16 4AQ

If you call or email us, we aim to agree a solution by 5pm the following working day. If we need a bit longer, we’ll make sure we keep you up to date while we’re investigating. If you have received no resolution within 5 working days, you can proceed to the next step.

If you decide instead to write to us to explain the problem, we aim to fully resolve matters by 5pm the following working day after we receive your letter. Please include your name, account number and/or full address so we can contact you back. We may try to contact you by telephone to help with this resolution so please also supply the best contact number for you. If you have received no resolution within 5 working days of us receiving your letter, you can proceed to the next step.

Customer Experience Team

Following Step 1, if your complaint has not been resolved to your satisfaction then you can raise the matter with our Head of Customer Experience, Scott Innes, who will undertake an independent internal review and aim to reach a resolution within 5 working days.

You can contact Scott, providing your name, account number and/or full address, as follows:

Post: Scott Innes
Customer Experience Team
Our Power Energy Supply Ltd
The Hays Business Centre
4 Hay Avenue
Edinburgh
EH16 4AQ

Ombudsman Services: Energy

If you haven't received a satisfactory response from our Head of Customer Experience within 5 working days - or if six weeks have passed since you first registered your complaint, you can contact the Ombudsman Services: Energy. You may be referred back to us if you haven't escalated your complaint via our formal complaints process outlined in steps 1 and 2 so please make sure you follow these steps first.

The Ombudsman Services: Energy will carry out an independent investigation on your behalf. As part of resolving your complaint the Ombudsman Services: Energy may 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 Services: Energy makes will be binding on our company, but not on you, so you can seek further advice if you wish to.

Here's how to contact the Ombudsman Services: Energy:

Phone: 0330 440 1624
Textphone: 0330 440 1600
Email: enquiries@os-energy.org
Website: www.ombudsman-services.org/energy.html

Free Independent Help and Advice at any Stage

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 or contact the Citizens Advice consumer service on 03454 040506.