Customer Charter and Complaints

To ensure your query or feedback is dealt with in the most efficient manner, please select the most appropriate email address below. Alternatively, please call 0845 1800 700 which will connect you to our switchboard.

For general enquiries, please email

If you would like to become one of our Energy Partners, please email

If you would like to share your positive experiences of dealing with BAS Energy, please email

Alternatively if you have a query on your account or wish to make a complaint, please read our customer charter below which explains the process.

Customer Charter

Putting our customers first

BAS Energy is committed to providing you with outstanding customer care. We know there may be times when you are unhappy with the service you receive. If our service does not meet your expectations, we want to know about it. If you feel aggrieved at any point, please share this with us. We welcome the opportunity to listen and learn and to improve the way we provide our service to you.

Our Service Standards

When you communicate with BAS, we strive to:

  • Be courteous
  • Be willing to assist you and be responsive to your needs
  • Treat you fairly and professionally
  • Provide timely verbal and written advice which is clear, concise, accurate and complete
  • Demonstrate a high level of professional competence in providing advice on our services
  • Aim to resolve your grievances as speedily as possible
  • Use your feedback to improve our products and services

Making a complaint

Our complaints procedure is outlined below and if you feel the service you received was not up to standard it allows us the opportunity to rectify the situation.

Registering your complaint is a simple 3 stage procedure:


Contact your Account Manager

Due to the nature of our industry and the variance between all the UK suppliers that we represent, we find that it is quite easy for any aspect of the service to be misunderstood. Calling your Account Manager first can often help alleviate any of these misunderstandings or highlight any new information, which you may not have been aware of.


If your Account Manager is unable to help with your concerns, our Customer Journey Team will be able to investigate your complaint in an efficient manner. If further investigation is necessary we will agree a course of action with you. To contact our Customer Journey Team:

Tel: 0845 1800 700


The Customer Journey Team,
Hayworthe House, Boltro Road, Haywards Heath, West Sussex, RH16 1DB


If you feel we have still been unable to resolve your complaint, ask our Customer Journey representative to escalate your complaint to the General Manager at BAS, for more specialist attention.

Complaint Resolution Time frames

Regardless of which method you choose to report your concerns to BAS we will endeavour to resolve your complaint immediately. Emails will be acknowledged within three hours. Letters will be acknowledged within five working days on receipt of complaint. Our Charter aims to resolve complaints within fourteen working days. If you wish to seek independent advice about a complaint relating to your energy supplier, guidance can be found at Alternatively we encourage you to contact your local Citizens Advice Bureau.

If your concern is more complex and requires more time to investigate further (especially if there is a third party involved) we will let you know:

  • Why further investigation is required and what we need to do;
  • Approximately how long it will take; and
  • What your case reference number is, so that you can enquire about the progress of your complaint at any time.
  • Once all investigations are complete, we will provide you with a full response to your complaint within 30 calendar days.