We're listening

Something's not right?
Let's put it right.

If your energy, water, merchant or telecoms service through Energy 4 U hasn't gone the way it should, tell us. A real person picks up every complaint, and you'll have a clear answer well before our 8-week limit.

You don't need everything perfectly laid out. A rough idea of what happened and your account details is enough to get started — we'll ask for anything else we need.

Three ways to reach us

Whichever you choose, it opens the same case file.

Call the complaints team
07436340594 / 01282501234
Mon–Fri, 9:00–17:30
Email us
info@energy4ultd.co.uk
Reference number sent by reply
Write to us
Complaints Team, Energy 4 U Ltd,
Flat 214 Colne Road, Burnley BB10 1DY
Please include your account or reference number
The process

What happens after you get in touch

Every complaint moves through the same four stages, whether you call, email or write. Here's what to expect at each one.

1
Same working day

Received

Your complaint reaches our team directly and is logged with a reference number.

2
Within 5 working days

Acknowledged

We confirm we've got it, who's handling it, and roughly what happens next.

3
Ongoing, with updates

Investigated

We review your account, contract and correspondence, and keep you posted in plain English.

✓
Within 8 weeks, usually sooner

Resolved

You get a clear final answer, and we put things right wherever we got it wrong.

No surprises

What to expect from us, every time

Always freeRaising a complaint costs nothing, at any stage — including with the Ombudsman.

A named handlerOne person owns your case from start to finish — not a rotating queue.

Plain EnglishUpdates that explain where things stand — no jargon, no small print surprises.

An independent backstopIf we can't agree, the Energy Ombudsman is there for eligible customers.

If we can't agree

You're never stuck with our decision

If 8 weeks pass without a resolution, or we send you a "deadlock letter" confirming we can't agree, you can take your complaint to the Energy Ombudsman — a free, independent service that can make a binding decision.

Visit the Energy Ombudsman ↗
  • 01 Most small businesses qualify: broadly, fewer than 50 employees and turnover under £6.5m (or a balance sheet under £5m), or usage below set gas and electricity thresholds.
  • 02 You have up to a year from your deadlock letter to refer the case — but it's worth doing sooner rather than later.
  • 03 The Ombudsman's decision, if you accept it, is binding on us — not on you.
  • 04 You can also raise conduct concerns with Ofgem, our industry regulator, at any time.
Prefer to type it out

Raise a complaint online

Fill this in and it goes straight to our complaints team with everything they need to get started.

We'll confirm receipt and share a reference number, usually the same working day.

Common questions

Complaints, explained

How long will my complaint take to resolve?
Most complaints are resolved well before this, but every customer is guaranteed a full response within 8 weeks of raising a formal complaint. You'll hear from us with an update long before that point.
Does it cost anything to make a complaint?
No. Raising a complaint with Energy 4 U Ltd is completely free, and so is taking an unresolved complaint to the Energy Ombudsman.
What information should I include in my complaint?
Your name and account or reference number, the best way to reach you, what happened and when, and what outcome would put things right. Any bills, contracts or emails relevant to the issue help us investigate faster.
What happens if I'm still not happy with the outcome?
If we can't reach an agreement, we'll issue a deadlock letter. Eligible small businesses and consumers can then take the complaint to the Energy Ombudsman — a free and independent service — at any point after that or once 8 weeks have passed.
Can someone else complain on my behalf?
Yes. An employee, accountant, family member or advisor can raise or manage a complaint for you if you give us written authorisation to speak with them about your account.
Is my business eligible to use the Energy Ombudsman?
Most small and micro businesses qualify — broadly, businesses with fewer than 50 employees and either turnover of no more than £6.5 million or a balance sheet total of no more than £5 million, or usage below set electricity and gas thresholds. We'll confirm your eligibility as part of handling your complaint.