Complaints

At TotalEnergies, we pride ourselves in giving you an exceptional service as standard. But sometimes we don't get things right - and that's why we take every complaint seriously and deal with it promptly, politely and fairly. Take a read below of our complaints process, and see how you can make a complaint about Connect.

 

You can make a complaint in writing, by email or by telephone. If you're writing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.

-In writing: Connect Complaints Department, TotalEnergies Gas & Power Ltd, PO Box 336, Redhill, RH1 1FW
-By Telephone: 01737  854766
-By Email: support@connect.total.co.uk  (Please include ‘Complaint' in the title of your email)

We will provide a substantive response to your complaint, outlining what we have done in response, and any outstanding actions and related timescales, within ten working days of receiving it.

Our objective is then to ensure you are kept fully updated as we work to resolve your complaint.

Where a complaint involves a third party such as a broker or consultant, it may be necessary for us to contact them to help with the investigation and resolution.

If you are not satisfied with our response to your complaint, you can contact us at support@connect.total.co.uk or in writing addressed to
 
Connect Team
TotalEnergies Gas & Power
Bridge Gate
55-57 High Street
Redhill
Surrey
RH1 1RX
 
Here you can request an internal review of the complaint by a senior complaint handler. When sending such a request, please state the reason for your dissatisfaction and include your customer reference in your correspondence.

If matters still cannot be resolved you can contact the Citizens Advice Bureau (CAB). The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues from contract issues to making a complaint or advice if you’re struggling to afford your bills.

Visit the ‘Know Your Rights’ publication for more information:
https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/know-your-rights-in-the-energy-market/

You can consult the Citizens Advice Bureau at any stage in the complaints process.

Contact the Citizens Advice consumer service on
03454 04 05 06 or visit www.adviceguide.org.uk

If you still remain unsatisfied with the response to your complaint, and we have informed you that we can take no further action, or 8 weeks has passed since you originally told us about your complaint, you have the right to contact the Energy Ombudsman. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. Their final decision is binding on the energy supplier, not the customer.

The Energy Ombudsman can be contacted as follows:

It is easy to get free independent advice regarding your energy supply as a customer to "Know your rights"

To find out more, visit 'Know your rights' leaflet (opens in new window) on the Citizens Advice website.