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Hello, my name is ***** ***** I will help you. I am just reviewing your question. Hopefully, we can get this resolved quickly.
You need to write and make a formal complaint.
Do not email or call them but make sure it is in writing. They will investigate the matter and report back to you
If they do not uphold the complaint you can then go to the Energy Ombudsman.
They offer a free, independent service and can examine your complaint for free at:
That should resolve the matter for you.
Can I clarify anything for you about this today, please?
If you need anything further I am available for a follow up at no extra cost.
I was just following up to see if there is anything else I can assist you with today? If so, just let me know.
If not, then I am happy to have been able to assist you.