0333 21 25 973
Making a Complaint

We want all our customers to have a great experience with us and to receive excellent service all the time. However, if something goes wrong we will do all we can to put things right as quickly as we can.

Below is our Complaint Handling Procedure, which outlines how we will handle your complaint to make sure things are resolved smoothly and efficiently for you. Although we are sure we can resolve any issue it is important you know that you can get independent advice about your complaint at any time from the Citizens Advice consumer service.


Step 1 -Let us know you are unhappy

Tell us what has gone wrong and we will do all we can to resolve things for you straight away. However, sometimes things will take a bit more work and if this is the case we will let you know exactly what we need to do and why, outline how long this should take and provide you with a reference number for your complaint. We will keep you updated throughout and will look to agree convenient times to speak to you about this.

You can contact us by:


OneSelect LTD, 7th Floor, Reading Bridge House, George Street, Reading, RG1 8LS

Step 2 – If you are still unhappy

If you are unhappy with the outcome of your complaint or if we don’t resolve your complaint or agree what needs to be done by the end of the working day after you call us (If you write or email this will be the end of the working day after your complaint is received) then please let us know and we will have your complaint passed to our specialist advisers. They will review this for you and look to see how we can work together to reach a suitable outcome.

Step 3 – Ombudsman Services

If you’re not happy with the outcome of your complaint and 8 weeks have passed since you first raised it or if we have issued you a Deadlock letter, then you have the right to contact Ombudsman Services: Energy.

Ombudsman Services: Energy will carry out a free, independent investigation for you. As part of resolving your complaint, they may ask us to apologise, explain things further, amend your account or take other corrective steps and they may also require us to award compensation. The decision they make will be binding on us, but not on you, so you can take further advice if you wish to.

You can contact Ombudsman Services: Energy by:

0330 440 1624

0330 440 1600 (Textphone)

osenquiries@os-energy.org or www.ombudsman-services.org/energy

OneSelect LTD, 7th Floor, Reading Bridge House, George Street, Reading, RG1 8LS

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