Complaints

something
gone wrong?

Complaints

Get in touch

Get in touch with our contact team (8:30am to 5pm, Monday to Friday). We’ll try and resolve the issue within 1 working day. You can also write to us: Drax Energy Solutions Limited, The Havens, Ransomes Europark, Ipswich IP3 9SJ.

We believe in being honest and transparent - and always aiming for a fair outcome for our customers.

Our complaints process

Step 1

If our Customer Service team can’t resolve your complaint within 1 working day, our Customer Care team will get in touch. This team will then update you every 5 days until the complaint’s resolved.

Step 2

If you’re unsatisfied with our Customer Care team’s progress, you can escalate your complaint. One of our agents will pass your case to a senior member of staff to review. Please email directorcomplaints@drax.com and we’ll respond within 5 working days.

Step 3

It’s unlikely, but if your issue’s still unresolved after eight weeks, or we reach a deadlock, we’ll let you know. At this point, you could approach Ombudsman Services: Energy (OSE).

The OSE is free to use, totally independent and doesn’t take sides. If you agree with its decision, we have to act upon its recommendations. The OSE may require us to provide an apology, explanation, appropriate corrective action or compensation. Here are the OSE’s contact details:

Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

Tel: 0330 440 1624

Fax: 0330 440 1625

Textphone: 0330 440 1600

Email: enquiry@ombudsman-services.org

Website: www.ombudsman-services.org

Please remember to include your Drax account number in all correspondence with the OSE. This number can be found on any of your invoices.

You may also find it useful to contact the Business Debtline, which offers free, expert, professional debt advice over the phone. You can call 0800 197 6026 or visit online at businessdebtline.org.

Citizens Advice can also help you with your complaint at any stage in the process. They offer free, confidential and impartial advice. Reach them by calling 0808 223 1133 or online at citizensadvice.org.uk/energy.

If the terms of your contract apply to a small to medium sized enterprise (SME), then you're deemed to be a microbusiness customer. Please check your terms and conditions.

*If you’ve already received a deadlock letter from us before 8 weeks have passed, you can contact the OSE straight away – and do so for up to 12 months following receipt of that letter.