Tell us about it
Log your complaint with us by phone, letter or email, using the details below.
We investigate
Your complaint will be investigated, and we will respond to you within three working days. We will try to resolve it, where possible, within 10 working days.
A second opinion
If you are unhappy with the outcome, you can ask for, or we’ll get you, a second opinion from another expert or manager to reach a fair outcome we’re all happy with. Together, we’ll agree how and when we’ll keep you up to date on your complaint’s progress.
The Energy Ombudsman
The Energy Ombudsman is a free, independent and impartial service. If we don’t agree on a resolution, you can contact the Energy Ombudsman if we’ve sent you a final offer letter, or if we haven’t resolved your complaint within 8 weeks. Our Ombudsman Services registration number is C35EGUT01.
Phone 0330 440 1624 · Email enquiry@ombudsman-services.org · Visit ombudsman-services.org · Write to PO Box 966, Warrington, WA4 9DF.
The Energy Ombudsman will carry out an independent investigation on your behalf, and any decision reached by them that you accept is binding on us, but not on you. As part of resolving your complaint, they may ask us to do one or more of the following:
- Apologise
- Give an explanation
- Take action to correct things for you
- Award compensation
Secure That contact information
Phone: 01905 978 741
Email: hello@securethat.co.uk
Address: Pershore House, Whittington Hall, Whittington Road, Worcester, WR5 2ZX