Queries and Complaints
As your electricity lines company, we are committed to providing you with a high standard of service and a reliable power supply.
However, there may be a time when you are unhappy with our service. In such cases, we will try to resolve the issue quickly and to everyone's satisfaction. You may contact us with your concerns, either in writing, in person, by telephone/facsimile or electronically. We will do our best to resolve any issues presented to us.
Horizon Energy’s in-house complaints handling process is confidential and free for you to use. Attached is Horizon Energy's complaints brochure which outlines our Complaints Handling and Dispute Resolution process.
Please contact us if you have a query or complaint about our service or a question relating to electricity, quality of supply or tariffs.
If you have a query or complaint relating to a Horizon Energy asset or equipment on your private land or a land-related issue due to electricity network work undertaken on your private land please contact Peter Middlemiss, Network Manager.
However, if your enquiry relates to your electricity account, you will need to contact your electricity Retailer directly.
Please remember to always refer your query or complaint
to Horizon Energy in the first instance.
Electricity and Gas Complaints Commissioner
If you are dissatisfied with the outcome of your complaint, or if we have not resolved your complaint within twenty working days, you have the option of contacting the Electricity and Gas Complaints Commissioner (“EGCC”). Circumstances where you may ask the Commissioner to consider your complaint before the twenty working days have elapsed are:
- If Horizon Energy has made it clear that we do not intend to do anything about the complaint
- If you suffer unreasonable harm from waiting any longer
- If it would otherwise be unjust for you to wait any longer
Contact details for the EGCC are:
PO Box 5875
Phone: 0800 223 340
The EGCC Scheme is free and independent. It works to facilitate resolution when other means have failed.
Horizon Energy is an active member of the Electricity and Gas Complaints Commissioner Scheme and will deal with any complaints in accordance with the Code of Conduct for Complaint Handling (Part C of The Electricity and Gas Complaints Commissioner Scheme document).
You can also contact:
Your feedback is welcome and we would also love to hear from you if you would like to pass on your thanks to a Horizon Energy staff member for a job well done or to make a suggestion on how we can improve our services. Please contact us.