We are committed to offering the very best in customer service. However, we know that things do sometimes go wrong.
Step 1
- If your complaint is related to a service you received from Pozitive Energy, please call our Customer Care Team on 0333 370 9900, send an email to customercare@pozitive.energy or raise a complaint via Enalytics.
- If your complaint is related to a service you received from a Third Party Intermediary (TPI), please contact them to resolve your complaint or refer to Your rights section on how to escalate your complaint.
Step 2
- If your complaint about our service has not been resolved to your satisfaction, then you can raise the matter with our Complaints Team, who will undertake an independent internal review.
- Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing complaints@pozitive.energy.
Your rights
If you are a domestic or microbusiness customer, and have not received a satisfactory response from us and reached a ‘deadlock’ or eight weeks have passed since you first registered your complaint, you can contact Energy Ombudsman at www.energyombudsman.org for their impartial review of your complaint. Any decision they make will be binding on us, but not on you, so you can seek further advice if you wish to.
If you are a microbusiness customer, and have signed up with Pozitive Energy following a recommendation from a Third Party Intermediary (TPI) and you’re unable to resolve your complaint with them, you can contact Energy Ombudsman at www.energyombudsman.org for their impartial review of your complaint.
Independent support
Independent advice is available to domestic and microbusiness customers at any stage from Citizens Advice. Contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use.
Go to https://www.citizensadvice.org.uk/consumer/energy/energy-supply/ if you are based in England & Wales or https://www.citizensadvice.org.uk/scotland/consumer/energy/energy-supply/ if you are based in Scotland.
Or call their consumer service free on 0808 223 1133.