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Step 1

-Please call our Customer Care Team on 03333 70 9900 or send an email to customercare@pozitive.energy. Our Customer Care Team are trained to assist on all kinds of energy queries.

Step 2

-If for any reason you feel dissatisfied with how our Customer Care Team have dealt with your query, you can raise your issue to our Complaints Team.

Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing complaints@pozitive.energy.

Step 3

-If you feel that our Customer Care and Complaints Teams have not fully resolved the issue you have brought to our attention, you can forward on your query to our Compliance Management Team. You can do this by sending your email to compliancemanagement@pozitive.energy. Please note that the Compliance Management Team can only assist with issues that have been reported following steps 1 and 2.

Step 4

-If you have followed Steps 1 through to 3, a full eight weeks have passed since you first brought your issue to the attention of Pozitive Energy and you still feel that your issue has not been handled to your satisfaction, you are within your rights to contact the Ombudsman for their impartial view. Their contact details and how they assist customers and energy suppliers to resolve issues, can be found at https://www.ombudsman-services.org/energy.html Opens in a new window.