Complaints & comments

Hero Image

We’re sorry that you wish to make a complaint.

Whilst we aim to provide a quality service at all times there may be occasions when the service provided does not meet the standards that we set for ourselves or that you might expect from us. We have therefore established a simple complaints procedure so that problems can be resolved quickly and efficiently and to your satisfaction.

If you have a complaint, please click on the link below or contact us at complaints@sden.org.uk. Alternatively, you can write to us by post at the following address:

SDEN, 24 Denmark Road, Carshalton, Surrey, SM5 2JG

Please note that we can also accept complaints by telephone, though we will request that your complaint be made in writing if this is possible, subject to your individual circumstances and needs.

If you are not satisfied with the way in which your complaint is dealt with by the complaints management team, you may escalate your complaint by email to operational.manager@sden.org.uk, or by post marked for the attention of SDEN Operational Manager.

Ombudsman services

If your complaint has not been resolved to your satisfaction within 8 weeks from the date on which you first contacted us about that complaint, then you may escalate your complaint to the Energy Ombudsman.