OUR COMMITMENT TO YOU
We aim to provide an excellent service to all our customers, and to resolving any issues quickly, fairly and with transparency. If something’s not right, please let us know – your feedback helps us resolve problems and improve the way we do things.
Complaint Handling and Dispute Resolution Brochure 
HOW WE HANDLE COMPLAINTS
We take every complaint seriously and aim to deal with it fairly and efficiently.
Once we receive your complaint, we will:
- Acknowledge it within 24 hours
- Respond within 5 working days
- Provide a full response within 10 working days, where possible
HOW TO MAKE A COMPLAINT
Our Customer Care Team will make sure your complaint is directed to the right department and handled efficiently. Complete our online form, or contact us in the way that suits you best.
Or write to us at:
Customer Care Team, GTC, Synergy House, Woolpit Business Park, Woolpit, Bury St Edmunds, Suffolk, IP30 9UP
IF YOU’RE UNHAPPY WITH OUR RESPONSE
If you’re not satisfied with the outcome, please let us know and we’ll review it. After 8 weeks, or if you’re unhappy with our final decision, residents and homeowners can contact Ombudsman Services: Energy – a free, independent service. Visit www.ombudsman-services.org/energy.