Let’s get this sorted.

We’re really sorry you’re not happy. We want to sort things out for you quickly, so please give us
a ring on

0333 202 9816*

If you use a textphone, you can contact us on 18001 0800 072 8625*.

If you’d rather complain in writing, you can fill in our online form or write to us at Complaints Management Team, Sainsbury's Energy, PO Box 226, Rotherham S98 1PB.

If you aren’t happy with how we’re handling your complaint, you can get in touch with our Customer Services Director’s dedicated team on 0333 202 9663* or email complaints@sainsburysenergy.com or you can write to them at the address above.

When you get in touch to make a complaint we’ll investigate fully and let you know what needs to happen next. We will say sorry for anything we have got wrong and may make a goodwill gesture, or offer compensation.


*We may record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines. Calls to 0330/0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.

Phone lines are open Monday to Friday between 8am and 8pm and on Saturdays from 8am to 6pm. We’re closed on Sundays and Bank Holidays.

If you need independent advice

The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process.

Call them on 03454 04 05 06, visit, citizensadvice.org.uk/energy, or fill in their online web form.

They can also help you if you want to get a better deal, need advice about your energy supply, or are struggling to pay your bills. You can download their 'Know your rights' (PDF) leaflet here.

We always aim to resolve complaints as quickly as possible

We'll make every effort to resolve your complaint within a day of receiving it. However, sometimes it can take a little longer, so if we haven't been able to sort things out within 8 weeks, or if we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know that you have the right to pass your complaint to the Ombudsman Services: Energy.

The Ombudsman is there to help sort out disputes between energy suppliers and their customers. It’s free to use their services and they’re totally independent – they don’t take sides and their decisions are based only on the information they have.

You don’t have to accept their decision, but if you do, we’ll act on what they say. That might mean saying sorry, explaining what’s gone wrong, fixing the problem or paying you compensation.

You’ll find the Ombudsman’s factsheet, which gives you full details of their services and how they can help, by visiting ombudsman-services.org/energy. You can call them on 0330 440 1624 (textphone 0330 440 1600) or email osenquiries@os-energy.org.

If you would like to view a copy of the "Gas & Electricity (Consumer complaint handling standards) Regulations 2008", please visit www.legislation.gov.uk

Complaints performance

We’re committing to publishing complaints data four times a year to show you how we are performing. The data will cover the number and type of complaints we are receiving from our residential energy customers, how they are handled and our plans to improve.

Sainsbury's Energy is supplied in partnership with British Gas (part of British Gas Trading Limited). Complaints performance data is compiled by British Gas and includes complaints related to Sainsbury’s Energy.

View our latest complaints performance

In addition, we publish an annual report on the number of complaints we were unable to resolve on the same or the next working day. For the reporting period 1st October 2016 to 30th September 2017 this figure was 388,668. To view our most recent performance read our Annual Consumer Complaint Report 2016 - 2017. Reports from previous years can be found on our complaints performance page.

Sainsbury's Energy is supplied by British Gas (part of British Gas Trading Limited). All aspects of Sainsbury's Energy customer service are provided by British Gas and all complaints performance data includes Sainsbury's Energy.