Non-microbusiness Complaints Process

Our experts work side-by-side with businesses, offering professional expertise and exclusive insights to support your needs.

We pride ourselves on delivering exceptional service to all our customers.

We’re sorry you feel dissatisfied with our service, and whatever the reason we’d like to understand why so we can make every effort to put things right for you.

All complaints are observed by GEAB for training and quality purposes, to ensure that we meet our company standards, and to identify areas where we can improve.

How to raise a complaint

Step 1

You can raise your complaint by phone, email or letter. Once your complaint has been received, we will send you a Complaint Reference Number within 1 working day. All our contact information can be found at the bottom of this page.

Step 2

Our complaints team will begin a full investigation, and we aim to complete this within 3 working days. Once completed, we will be in touch to discuss our findings and next steps.

Step 3

We will work with you to reach an agreeable resolution.

You can request a hard copy of our complaints process by emailing our complaints team at

If at any stage you would like an update about your complaint, please feel free to reach out to us on 0191 303 7750 or email us at

If you are unhappy with the outcome, you can start an appeal process.

To start this process, we will need a request in writing marked for the attention of a senior member of our company. This must be done within 28 working days of receiving our initial outcome and states the reasons of your appeal.

Green Energy Advice Bureau

Unit 3a,
Hylton Park Sunderland Enterprise Park,
Wessington Way,

Phone: 0191 303 7750