Complaints

At SaveOnEnergy we want to provide the highest possible level of service to all our customers and we take any complaints very seriously. Use this page to find out how to make and escalate a complaint.

Stage 1: Contact Us

For complaints about SaveOnEnergy’s energy comparison and switching services, please contact the SaveOnEnergy customer services team using one of the options below:

  • Email: complaints@uswitch.com

  • Post: SaveOnEnergy customer service, The Cooperage, 5 Copper Row, London, SE1 2LH

  • Telephone: 0800 6888 244

Our Customer Services team will respond to your enquiry as quickly as possible, and will discuss with you how best to resolve the matter.

Stage 2: Senior Management Review

If your complaint has not been resolved to your satisfaction, you can ask us for an internal review. We will then escalate your complaint to a senior manager, who will investigate and try to resolve the matter for you

Stage 3: Independent External Review

Following the final outcome of a senior management review, if you feel that the matter has not been resolved to your satisfaction, you can ask the appropriate independent alternative dispute resolution (ADR) service to review your complaint for free. We will set out how to escalate your complaint for external review when we let you know the final outcome of Stage 2. In any event, you have the right to seek external review of complaint if we've been unable to resolve it within eight weeks, as set out below. These dispute resolution services are available at no cost to you.

uSaveOnEnergy participates in the Dispute Resolution Ombudsman scheme to provide an external review body for complaints. The Dispute Resolution Ombudsman can be contacted using the details below:

  • Website: Dispute Resolution Ombudsman

  • Address: Dispute Resolution Ombudsman, Premier House, First Floor, 1-5 Argle Way, Stevenage, Hertfordshire, SG1 2AD

  • Phone: 0333 241 3209

Alternatively, the European Commission also makes available an online dispute resolution platform which can be accessed using the link below.