​Complaints Procedure

We endeavour to offer the highest level of service throughout the duration of your contract. However, if something does go wrong and you want to make a complaint, we will investigate any issues and aim to rectify any issues promptly, where possible.

We embrace any feedback and continually look to improve.  However, if a customer feels dissatisfied with any element of our service, we welcome the opportunity to put things right.

We would like to think that it would not be necessary to go beyond the first step, however we understand that in very rare circumstances you may need to present your case where the end result leaves you unsatisfied. Our complaint service is impartial and free for the clients to use. Any customers making complaints will be treated with courtesy and respect.


Step 1

A complaint is any expression of dissatisfaction with the service received by Light Up Energy. A complaint may be made in writing, email, by telephone or in any other form. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see. We retain copies of all complaints received.

Telephone: 0800 193 0788
Post: Light Up Energy, 21 Rathbone, London W1T 1NF


Step 2

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.


Step 3

Within two weeks of receiving a complaint we will send you either:

  1. a final response which adequately addresses the complaint; or

  2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

  1. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.

Step 4

If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.


Step 5

We will send you a final response which adequately addresses the complaint no later than eight weeks from receiving a complaint



Step 6

If you are unhappy with our final response, you may escalate your complaint to Ombudsman Services, impartial and free to use:

Post:  Energy Ombudsman, P.O. Box 966, Warrington, WA4 9D

Phone: 0330 440 1624

Email: enquiry@energyombudsman.org


21 Rathbone Street, London W1T1NF

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0800 193 0788