Automatic payments (part of our guaranteed customer care scheme) will usually be credited to your bill. We will write to you explaining how payment has been made.

If we fail to give an automatic payment or credit within 10 working days of the payment becoming due, you will be entitled to a further £10 on submission of a written claim by e-mail or post, that must be made within three months.

Special compensation: Planned and unplanned supply interruptions:
If we fail to give an automatic payment or credit within 20 working days of the incident, you will be entitled to a further £20 on submission of a written claim by e-mail or post, that must be made within three months.

In instances where our guaranteed customer care scheme does not cover your complaint or where we have (for a reason unknown to you) failed to make an automatic payment; you will need to ask us for compensation. You can do this in writing to our claims department or by e-mail.

Please send us as many details as you can about your claim and send us any supporting documents you have. An investigation will be made by us (or our insurance company), and depending on the outcome of that investigation, a payment may be made.