Complaints Procedure 

Here at Hudson Energy we strive to give you the best possible service but despite our best endeavours we know that from time to time things do not go quite to plan. If you are not happy with any aspect of our service, we want to hear from you so that we can put things right. We will handle any complaints we receive fairly, efficiently, courteously, and treat them as confidential.

If after receiving your complaint it becomes clear a mistake has been made you can expect any one, or a combination, of the following:

  • 1. An apology.
  • 2. A full explanation.
  • 3. Details of any appropriate remedial action taken.
  • 4. An award of compensation in appropriate circumstances.

How to make a complaint

You can make a complaint in writing, by fax, email, telephone or by visiting our office in Milton Keynes. If you are writing, faxing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are writing, faxing or emailing your complaint, please provide a full postal address. In each case your complaint will initially be handled by our Customer Service Team.

Contact Details

  • By Post:
  • Hudson Energy UK Ltd
  • Avebury House
  • 219-225 Avebury Boulevard
  • Milton Keynes
  • MK9 1AU

By Telephone: 0330 088 2679 (during office hours)

By Email: customerservice@hudsonenergy.co.uk

Our office hours are between 8 a.m. to 6 p.m. Monday to Friday. You can email or write to us at any time.


Expected Timescales

Although we endeavour to solve your complaint as quickly as possible, sometimes a complaint can be complex and involve third parties, such as agents and/or other suppliers. In these situations we occasionally find ourselves at the mercy of industry practices and processes and some of these can be lengthy. We will do our best to bring things to a conclusion within 8 weeks but will continue to investigate beyond this time if we need to.


If you are not happy with the Initial Response

We realise that although our business target is to solve all issues to the full satisfaction of our customers this is not always possible. If you wish, therefore, to escalate your complaint regarding an issue we have not resolved to your satisfaction, please follow the steps of our internal complaints escalation procedure detailed below.

Step 1

The first stage of the escalation procedure is to refer your complaint to our Customer Service Manager. In view of the nature and the regulation of our published complaints procedure the Manager will only be able to take ownership of your enquiry if the matter has previously failed to be successfully resolved by our Customer Service Team.

What you can expect.

The Customer Service Manager will:

  • Review all documentation and correspondence on your account.
  • Issue you a timescale for the completion of their investigation (maximum 10 days).
  • Confirm in writing the outcome of the investigation or any extensions to the original resolution date.

Step 2

If you have received the decision from the Customer Service Manager and you are still not satisfied with the outcome you can request that the matter is assigned to the Operations Director. Again in view to the nature and the regulation of our published complaints procedure, the Operations Director will only be able to take ownership of your enquiry if the matter has previously failed to be successfully resolved with our Customer Service Manager.

What you can expect.

The Operations Director will:

  • Review all documentation and correspondence on your account.
  • Work to reach an immediate resolution or advise you of a planned course of action to resolve your complaint (maximum 5 days).
  • Confirm in writing the outcome of the investigation or any extensions to the original resolution date.

Step 3

If you are still not satisfied with the response from our Operations Director you can request that we issue a deadlock letter and then you can escalate this complaint to the Energy Ombudsman. You can also refer your complaint to the Ombudsman if your complaint has not been resolved within 8 weeks from the date it was initiated. If however, you have not followed the complaint procedure as outlined in this document, the Ombudsman may refer you back to Hudson Energy.

Once a complaint has been passed to the Energy Ombudsman they will investigate the issue. You are not bound by their ruling and can seek further advice if you feel it would be appropriate. The resolution of the investigation may require Hudson Energy to take further action which could result in an apology, further action or pay you compensation.

Please be aware that the Ombudsman advice is limited to micro-businesses.

This means that your company either:

  • uses less than 55,000 kWhs of electricity per year,
  • or has fewer than ten employees – full time or equivalent,
  • and has an annual turnover of less than €2m.

The Energy Ombudsman

This is a free, independent service to help resolve customer disputes.

Contact Details

Energy Ombudsman:

Consumer Direct

The Citizens Advice consumer service took over responsibility for providing consumer advice and information from Consumer Direct on 1 April 2012. This is the government funded telephone and online service offering information and advice on consumer issues. Consumer Direct is funded by the Office of Fair Trading and delivered in partnership with Local Authority Trading Standards Services.

Consumer Direct:

  • Telephone adviser: 08454 04 05 06
  • Welsh-speaking adviser: 08454 04 05 05
  • Minicom: 0845 123 1384
  • Web: www.citizensadvice.org.uk

We will co-operate with the Energy Ombudsman or Consumer Direct if you wish to involve them in resolving your complaint.