By email
customercare@ukem.co.ukWe aim to acknowledge new complaints within one working day.
Make a complaint
We are sorry that something has not gone the way it should. Reach our Customer Care team using any of the methods below and we will work with you to put it right.
What to expect
How we handle your complaint
A clear, written process so you always know what is happening and when.
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We acknowledge your complaint
When we receive your complaint, we log it on our customer tracker and send you a written acknowledgement so you know it is in hand.
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We investigate and reply
Our complaints handler gathers the facts and aims to send a final response within 4 weeks. If your case is more complex, we will keep you updated and reply no later than 8 weeks from your first contact.
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You can escalate independently
If our final response does not resolve things, you can take your complaint to the relevant Ombudsman service, free of charge.
How to reach us
Three ways to make your complaint
Choose whichever is easiest for you. We will acknowledge your complaint in writing and start our investigation right away.
By phone
0800 222 9494Mon–Fri, 9AM – 5PM
By post
Customer Care UK Energy Management Group Ltd 6 Crown Road, Quay West Business Village Sunderland, SR5 2ALRead the full Complaints Procedure
Our written procedure covers timings, escalation routes, record keeping, and data protection complaints in full detail.