Complaints procedure

We aim to provide an outstanding service and resolve any issues our Energy Partners (our customers) might have as quickly and efficiently as possible.

Step One:

If you are unhappy with our service and would like to make a complaint, please write to us to let us know:


One of our team will review your complaint and will get back to you if we need any further details. We will acknowledge all complaints within two working days of receipt. You should expect to receive a proposed resolution within five working days. 

Step Two:

If you are not happy with our resolution at step one, please let us know and your complaint will be escalated to one of our senior team. They will investigate and will provide you with our final resolution. We aim to get back to you within five working days following the first step

Step Three:

We will do what we can to come to a fair and reasonable outcome. If we are unable to come to a resolution with which we are both happy, you may wish to seek independent advice.

You also have the option to make a complaint to the Flex Assure Code of Conduct Scheme. Your complaint will be presented by the Scheme Administrator to the Scheme Committee to determine whether they consider it a valid complaint. If it is accepted by the Committee, the complaint will be passed to the Compliance Panel. The Compliance Panel will assess if the Scheme Member has infringed any requirements of the Code and make a judgement on the appropriate penalty.

Please note that Flex Assure does not provide a means for dispute resolution to business DSR customers.

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