We will:

• look at the information you have given us

• talk to you about what happened.

We will also:

• contact the energy company your complaint is about

• ask them for information about what happened.

We might also ask an expert for advice.

This expert won’t work for the energy company.

We will check if the energy company has followed:

• the law
• rules and guidelines.

We will:

• work with you and the energy company to try to make things better

• let you know what is happening with your complaint.

Sometimes we can’t help with a complaint.

We will tell you why.

But we might be able to connect you with an organisation who can help you.