Complaints

BarbicanPower aims to provide a consistently high standard of service. If we fall short, tell us and we will work with you to put things right.

  • Please contact our customer care team and tell us what has gone wrong and what outcome you are seeking. Having your account number to hand will help us deal with your issue more quickly. You can find it on your contract, bill, or statement.

    You can contact us by phone during our opening hours of 8.30am to 5.00pm Monday to Friday. You can email us at complaints@barbicanpower.co.uk. You can also write to us at Complaints, BarbicanPower, The Columbus Building, International House, 14 King Street, Leeds, LS1 2HL. You can also complete the form on this page.

    We aim to resolve complaints at the first point of contact, and in any event within 14 days where possible. Outcomes may include an apology, an explanation, a corrective action such as removing incorrectly billed charges, or compensation where appropriate.

    If your complaint needs more time, we will assign a dedicated complaint handler. They will keep you updated on progress until the matter is closed. We will keep a written record of your complaint and the resolution agreed with you.

  • If you are not satisfied with our proposed resolution, ask your complaint handler for escalation to an appropriate manager.

    The manager will aim to respond within five working days of receiving your escalation. They will either propose a resolution or set out clearly what we will do next and when.

    If you are unhappy with how your complaint has been handled at any stage, you can ask us to complete an internal review. A manager will contact you as soon as possible to confirm the scope of the review and, if needed, request further information.

  • If you want independent help while your complaint is ongoing, you can contact the Citizens Advice consumer service for energy. It provides free and impartial advice.

    You can also refer your complaint to the Energy Ombudsman if we have issued a deadlock letter confirming that we cannot take the matter further, or if eight weeks have passed since you first raised the complaint and you remain dissatisfied.

    The Energy Ombudsman is independent and free to use. If it accepts your case, it will review information from you and from us and then issue a decision. You do not have to accept its decision, but we must comply if you do. Remedies can include an apology, an explanation, corrective action, or compensation where applicable.

  • If you are a microbusiness and you want to complain about an energy consultant, you can contact the Energy Ombudsman using the same route. We will co-operate with the Energy Ombudsman and Citizens Advice where you choose to involve them.