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Making a complaint

Stage 1 - Talk to us

Please give us the chance to put things right by calling us, we will do everything we can to resolve your query, if we cannot resolve your query immediately, or if you contact us by post or email and we are unable to answer your query, we will pass the information over to our complaints manager (see stage 2).

We will respond back to any emails or letters received within 3 business days.

Contacts us via phone: 0207 127 8070

Write to us at: 23 Ambleside Avenue, Seaham, Co Durham, SR7 0HY

Email your complaint to:

Stage Two - Escalate

Our Complaints team will open a case and give you a reference number within five working days. Your dedicated case handler will investigate your complaint in detail, and they’ll work with you to resolve your problem as quickly as possible. We aim to have this resolved in 28 working days, but if it takes longer than this we’ll tell you how long it’s likely to take and keep you informed of our progress throughout. Once we have resolved your complaint, if you are still unhappy with the outcome we will take a review of actions we have taken, any letters, emails or phone calls between yourself and us and review the way your complaint was handled, this will ensure we have done everything possible to resolve your complaint.

Stage 3 - Final letter (deadlock)

If we’ve investigated everything and still cannot agree a way forward, we’ll send you our ‘final position’ letter (also called a ‘deadlock’ letter). You have the right to take your complaint to the Energy Ombudsman, and this letter will tell you how to get in contact.

If your complaint has been ongoing for over 8 weeks and you have not been provided with a resolution from us, you have the right to contact the Energy Ombudsman.