Complaints

Step 1

Please call our Customer Services Team on 03338806886 or send an email to admin@dus.co.uk
Our Customer Service Team are trained to assist on all kinds of queries.

Step 2

If for any reason you feel unsatisfied with how our Customer Service 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@dus.co.uk.

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 Senior Management Team. You can do this by sending your email to ceo@dus.co.uk Please note that the Senior 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 DUS Group 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