Our Customer Services team aim to resolve your complaint straight away but if they can’t, they’ll acknowledge your complaint in writing. We endeavour to respond to your complaint within 10 working days. You can contact the team in one of the following ways:

Call: 0843 504 7799

Email: account.services@evolve-energy.com

Post: Evolve Energy, Jubilee House, Lytham, FY8 5FT

If your complaint takes longer, we will regularly update you with our next steps and agree with you the following method of contact.

If you’re not entirely happy with the way your complaint has been handled, contact us through the most convenient method to you as in Stage One, stating that you would like your complaint escalated to a Manager. One of our Managers will review your complaint and attempt to resolve the issue as quickly as possible. Similar to Stage One, we endeavour to update you within 10 working days. A longer time may be required for more complicated complaints, but we’ll keep you up to date with how we’re progressing.

The Energy Ombudsman will only consider conducting a full review if we have been provided an adequate opportunity to resolve your complaint. The Energy Ombudsman will only investigate your complaint if the following circumstances apply:

• You have received a Deadlock letter from us; or

• At least 8 weeks have passed since you first made the complaint to us. If you contact the Energy Ombudsman before either of these requirements, they will refer your complaint back to us for further action.

You can contact the Energy Ombudsman in one of the following ways:

Online: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Call: 0330 440 1624 (Mon – Fri, 8am – 8pm) (Sat, 9am – 1pm)

Textphone: 0330 440 1600

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF.

If you need independent advice you can contact Citizens Advice. The Citizens Advice consumer service provides free and independent help and advice to small businesses, assisting with a wide range of issues from contracting to making a complaint, or providing general advice for business concerns such as debt management and affordability.

The Citizens Advice phone number is 0808 223 1133 for England and 0808 223 1144 for a Welsh language service.

Alternatively, you can visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.

If you live in Scotland you can contact Advice Direct Scotland; their website is https://energyadvice.scot/ or contact them by phone on 0808 196 8660.