If you are unhappy with any part of our service you can make a complaint. Call the following number to speak to one of our Customer Care team.

0330 022 6115

You can also receive free an impartial advice from Citizens Advice by consulting their website or contacting their helpline.

Resolving Complaints

Each complaint is dealt with on an individual basis so we can deliver appropriate responses and take a suitable course of action tailored to each individual customer’s circumstances. Typically the outcome of a complaint may consist of any of the following:

  • an apology
  • an explanation
  • the taking of appropriate remedial action by the regulated provider
  • the award of compensation in appropriate circumstances

We aspire to be able to resolve every complaint the first time a customer calls in and put things right within five days of receiving your complaint. (If you write to us or email us it may take slightly longer to resolve your complaint).

If however we are not able to solve the problem straightaway the following process will be followed.

If we cannot solve the problem within the first 24 hours after you have either called us or we have received your email, we will respond to you stating that the nature of your complaint means we will need more time to resolve it.

If we still cannot resolve your complaint after five working days we will email you to explain that we are still working on the complaint but that you may call us directly if you want further details on why your complaint is proving timely to resolve.

If we cannot resolve your complaint within 10 working days we will contact you again explaining the delay and the options available to you.

If we provide you with a resolution to your complaint that you are not happy with, you can ask us to pass the matter on to a Customer Relations Team Leader. In this instance you can expect to receive our final response by letter within 5 working days of the Team Leader receiving your complaint.

If we cannot resolve your complaint, of receiving contact from you we can issue you with a deadlock letter that allows you to take your complaint to the Energy Ombudsman.

The Energy Ombudsman is an independent complaints resolution authority who’s decisions are binding on energy suppliers if the customer accepts the decision.  Therefore any ruling the Ombudsman makes against us that you agree with such as:

  • an apology
  • an explanation
  • the taking of appropriate remedial action by the regulated provider
  • the award of compensation in appropriate circumstances

We will have to accept and implement that action.

The Ombudsman can also decide that the actions we have already taken, as your supplier, are suitable and no further action is required. You can decline to accept the decision and you will not be bound by it or incur any charge.

The Energy Ombudsman is approved by Ofgem, the UK gas and electricity regulator under the Consumers, Estate Agents and Redress Act 2007.

Contact the Energy Ombudsman:

Call – 0330 440 1624
Fax – 0330 440 1625
Textphone – 0330 440 1600
Website – www.ombudsman-services.org/sectors/energy

Customer Rights

If you have a query about any of your customer rights. To ‘know your rights’ click here  for up-to-date information.

You can contact Citizens Advice using the following details

By Web Form : https://ssl.datamotion.com/form.aspx?co=3438&frm=energy&to=flareenergy.fromformsCitizens Advice

By phone: 03454 040 506

By post: Consumer Service,

PO Box 833, Moulton

Park, Northampton,

NN3 0AN

Our Complaints Performance

We carefully record and monitor all the complaints we receive. We publish these results on our website here – Complaints Performance.

We also report our complaints performance to Citizens Advice and Ofgem, along with all the other suppliers.

Download our annual Complaints Handling Report and our Complaints Handling Procedure.

Alternatively you can ask us to post a copy to you, just contact us on 0330 022 6115