At TruEnergy, we’re dedicated to providing an exceptional customer experience. However, if we don’t meet your expectations, we have a clear and efficient process to address your concerns.

Contact our customer care team
from 9am to 5pm, Monday to Friday:

Once a complaint is made, our team will respond within five working days.

Telephone

0203 637 8137
Speak with your dedicated account manager.

Email

info@truenergy.co.uk
Contact our support team via email.

TruEnergy
Gable House, 239 Regents Park Road, London N3 3LF

Address

1.

Follow-Up

If you’re unsatisfied with the resolution, you can escalate the matter to our Customer Experience Director.

2.

Advice

For impartial advice during the process, contact Citizens Advice on 0808 223 1133

3.

Procedure

If we can’t agree, you can refer the issue to the Ombudsman on 0330 440 1624

General FAQ's

  • How do I submit a complaint to TruEnergy?

    You can contact our Customer Care team via phone, email, or mail between 9am and 5pm, Monday to Friday.

  • How soon will I receive a response after submitting a complaint?

    You will receive a response from our Customer Care team within five working days.

  • What if my complaint takes longer than eight weeks to resolve?

    If we cannot resolve your complaint within eight weeks, or if we cannot agree on a solution, you can refer the matter to the Energy Ombudsman. You can contact the Energy Ombudsman by phone at 0330 440 1624 or by email at enquiry@energyombudsman.org.

  • Who is the Energy Ombudsman?

    The Energy Ombudsman is an independent body that offers free complaint resolution services. Their decision is binding on us but not on you.

  • Can I continue using TruEnergy services during the complaint process?

    Yes, your energy service will continue as normal while your complaint is being processed.

  • How can I track the progress of my complaint?

    You can contact our Customer Care team at any time for updates on the status of your complaint.

  • How do I switch my energy plan or contract?

    To discuss switching energy plans, contact your account manager or customer service team. We will assess your current usage and help you choose the best plan tailored to your needs, ensuring you receive the most competitive rates available.

  • Where can I find TruEnergy’s complaints handling report?

    You can download our latest complaints handling report here.

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