Complains

How to file a complaint and the steps we take.

Complains

At Duke Energy, we strive to provide the best possible service to our customers. However, if you are not fully satisfied, we encourage you to contact us. We take all complaints seriously and will work diligently to resolve your issue as quickly as possible.

Our Response to Your Complaint

When you contact us, a member of our customer service team will attempt to resolve your complaint immediately. If the issue cannot be resolved right away, it will be escalated to a supervisor for further investigation.

  • Immediate Resolution: We aim to address and resolve most complaints immediately.
  • Supervisor Review: If further investigation is needed, you will be assigned a reference number, and a supervisor will examine your complaint. We strive to resolve most issues within 24 hours.
  • Complex Cases: For more complex issues that require coordination with agents or other industry partners, resolution may take longer. We will keep you informed throughout the process, which can take up to 10 working days, with a maximum of 40 working days in extreme cases.

Complaint Resolution

Should we determine that our performance fell short of our standards, we may offer an apology, explanation, or compensation. We may also review and improve our systems and procedures to prevent similar issues in the future. A complaint is considered resolved when you agree that it has been satisfactorily addressed. However, if necessary, you can reopen the complaint, and we will guide you through our complaints handling procedure.

Independent Advice

For further assistance, you can also contact the Citizens Advice Consumer Service, which offers free and independent help to small businesses on energy issues, including contract disputes and complaints.

  • Phone:03300880161
  • Website: https://dukeenergy.co.uk/