We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.


  1. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.

  1. How you can make a complaint

You can complain by calling us on 01563 501582, sending an email to us at, or you can send a written complaint by post to Ember Energy, Waterside Farm, Glasgow Road, Galston, KA4 8PB. Alternatively you can telephone us on 01563 501582 but please be aware we may, where appropriate, ask you to provide further details in writing.

  1. How we handle complaints

A Manager will initially review the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you.

  1. Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If, after 7 working days your complaint remains unresolved, or upon the resolution of your complaint you are still unhappy, with your consent we will escalate it to the Independent Code Manager using  If, after 8 weeks, you have received a deadlock letter, and / or your complaint is still unresolved then you can refer your case to the Ombudsman Services.

To initiate a complaint please email, visit or call us in the first instance, outlining your complaint and a member of the complaints team will be in contact to help resolve any issues you may have experienced.

Should you remain unhappy with the outcome of your complaint, or if you have received a deadlock letter, then you are entitled to contact the Energy Ombudsman for a free and impartial review at the following details:-

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF


Phone: 0330 440 1624