Making a complaint

We hope this is part of our website that you’ll never have to visit. But if we’ve got it wrong, we want you to let us know.

Download our full complaints procedure

DOWNLOAD

HOW TO MAKE A COMPLAINT

Step 1

Please do talk to us. If we don’t know it’s broken, then we can’t fix it.

We will look into the matter and get back to you within 5 working days.

Please note that some account related issues can take time to fix – so until we’ve found a solution, we recommend you keep making regular payments to cover your energy usage.

Call us on 0808 175 4975

Email: complaints@100green.com

Step 2

If, after our response, you are not satisfied with the outcome then please formally write to the Directors.

Email: complaints@100green.com
(For the attention of the Directors)

Post:
The Directors
100Green
Black Swan House,
23 Baldock Street,
Ware, Herts,
SG12 9DH

Step 3

In the unlikely event that we reach ‘deadlock’ and our directors cannot find a solution that you are happy with, or it’s taken us longer than eight weeks to resolve, you can contact the Energy Ombudsman.

Phone:
0330 440 1624

Email:
enquiry@energyombudsman.org

Post:
Energy Ombudsman
P0 Box 966
Warrington,
WA4 9DF

Or visit their website

OMBUDSMAN WEBSITE

It’s always worth a conversation

We work on a philosophy of ‘prevention rather than cure’. Most of the issues raised with us are regarding customer’s bills, which we ﬁnd can usually be resolved easily with a conversation. But we don’t just wait for customers to come to us; we regularly carry out what we call ‘health checks’ on customers’ accounts to ensure they don’t build up credit or debit balances.

Our Customer Promise document sets out the full standards you can expect from us.

DOWNLOAD PDF

INDEPENDENT HELP AND ADVICE

Free and helpful advice

For free and helpful independent advice, you may wish to contact Citizens Advice

Call: 0808 223 1133

Lines are open Mon–Fri, 8am–5pm
All calls are free

Or visit their website

CITIZENS ADVICE

Live in Scotland?

If you live in Scotland and want free advice, the contact details are slightly different:

Contact Advice Direct Scotland

Call 0808 196 8660

Or visit their website
(Scottish residents only)

ENERGY ADVICE

Know your rights

You can also download the latest leaflets from the Citizens Advice website here, which explain what your rights are in a changing energy market. Or click the links below.

Know your rights:

England, Wales and Scotland version 117 KB

England and Wales version 67.5 KB

Scotland version 114 KB

Welsh version 67.1 KB

COMPLAINTS REPORTING

We are accountable

We are proud to say that we still provide a phone-first service, meaning when you call, one of our team will answer, helping to ensure any issues are dealt with swiftly.

But, of course, there are always a handful of problems that are escalated.

OFGEM deﬁne a complaint as an ‘expression of dissatisfaction’.

Against industry standards, we’re pleased to say our complaints history is very low.

Complaints

2020 - 21

2021 - 22

2022 - 23

144

Our latest quarterly complaints report is available to download

DOWNLOAD COMPLAINTS REPORT