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Support with a dispute

As part of our responsibilities to our customers, Counties Energy Ltd provides a dispute pathway to address issues that might arise from the supply of electricity to you, access to your land, or charges for our services.

Our focus is on constructive resolution, and we encourage you to contact us in the first instance. If we cannot resolve things together, we will refer you to a free independent service to help resolve the issue.

The following three steps identify how we work towards resolution with you.

1. Contact us
We aim to resolve most issues via a phone or in person discussion. Please call us on 0800 100 202 in the first instance to identify the way that best suits your needs. Alternatively, you can:

If we cannot sort out the problem straight away, then we will acknowledge your complaint within two working days.

2. Prepare a formal complaint
If your issue requires further investigation, our customer service team will lodge a formal complaint for you and aim to resolve this within ten working days – depending upon the complexity of the issue. At times, the process of investigating a formal complaint may take up to twenty working days. If the matter is urgent, please let us know so we can identify a way to resolve this as quickly as possible.

3. Seek independent help
If we cannot resolve the issue together, we encourage you to contact the Utilities Disputes service. Utilities Disputes is a free and independent service for resolving complaints about electricity, gas, water, broadband and shared property access.

You can contact Utilities Disputes by:

Calling 0800 22 33 40
Emailing or

If a dispute involves money
Whilst a genuine issue is being resolved according to this procedure, please note that:

  • You will need to pay any outstanding amount that is not in dispute
  • No collection action will be taken during the period of the investigation
  • You will continue to receive reminder notices during the review that the matter is not yet resolved.

If Counties Energy Ltd owes you money after the issue is resolved, we will credit your bank account within ten working days. If you owe Counties Energy Ltd money, it will also need to be paid within ten working days, unless an agreed length of time for payment is arranged.



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