On the other side of the coin, we’re proud of our people and the work they do and know there are times when our customers would like to be able to say thanks. Want to express your appreciation for a job well done? We’re all ears. Fill in the form to send us all the details.
We will always try to resolve your complaint or concern quickly and to everyone’s satisfaction.
Our in-house complaints-handling process is free for you to use, and a member of our Customer Care Team will deal with your complaint or enquiry directly.
You may use our complaints process at any time if you have:
Please note if your enquiry relates to your electricity bill, you will need to contact your energy retailer directly.
Our Complaints and Concerns process:
We will acknowledge your complaint within two working days of receiving it, and advise you of the name and contact details of the Customer Care Team member responsible for investigating and resolving your complaint or concern.
We may need further information from you as we work to resolve your complaint, and you’re welcome to contact us at any time with further information, or for an update on the status of your complaint or concern.
We will endeavour to resolve your complaint or concern as quickly as possible, and if a lengthy investigation is required we will provide updates throughout the process.
If your complaint or concern is not resolved in this timeframe, we will provide you with an update and seek to resolve it within 20 working days.
Should the matter take longer to resolve, we will inform you of the reasons and, at all times, endeavour to keep you updated on progress.
If you are dissatisfied with the outcome of your complaint, or if we have not resolved your complaint within 20 working days, you have the option of contacting Utilities Disputes. Circumstances where you may ask Utilities Disputes to consider your complaint before the 20 working days have passed are:
Contact details for Utilities Disputes are:
PO Box 5875
Phone: 0800 223 340
The Utilities Dispute scheme is free and independent. It works to facilitate a resolution when other means have failed.
Horizon Networks is an active provider of Utilities Disputes and will deal with any complaints in accordance with the provider obligations with the Energy Complaints Scheme document.
Your feedback is welcome and we would also love to hear from you if you would like to pass on your thanks to a Horizon Networks staff member for a job well done or to make a suggestion on how we can improve our services.