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Our Complaints Process

At Highland Electricity, we care about providing excellent service and getting things right for our customers. If something’s gone wrong, we’re here to help fix it as quickly and smoothly as possible.

Something Not Quite Right?

We’re sorry to hear that. Thank you for letting us know—your feedback helps us improve not just for you but for all our customers.

Here’s how we handle complaints:

  • We’ll understand what went wrong and why.
  • We’ll fix it and explain the steps we’ve taken.
  • We’ll keep you informed throughout the process.
  • We’ll listen to your preferred resolution and do our best to accommodate it.

Our goal is to resolve your complaint promptly and to your satisfaction.

 

Step One: How to Get in Touch

You can contact us in the way that’s easiest for you:

  • Email: complaints@highlandelectricity.co.uk
  • Phone: Call us free on 0800 224 224 Monday–Friday, 9am–5pm.
  • Mail: Write to us at Highland Electricity, Affric House, Beechwood Park, Inverness IV2 3BW.

When you contact us, please provide:

  • Your account number  
  • Contact details (so we can get back to you quickly).
  • Details of the issue, including what happened and how it affected you.
  • Your preferred resolution.

Our customer care team is extensively trained to resolve your concerns, and the specialist handling your case will stay with you every step of the way.

 

Step Two: If You’re Not Satisfied with the First Response

If our initial resolution doesn’t meet your expectations, let us know! Your case can be reviewed by one of our dedicated Complaints Specialists, who will reassess the issue and explore what else we can do.

 

Step Three: Taking it Further

We aim to resolve all complaints as quickly as possible. However, if:

  • Your complaint hasn’t been resolved after 8 weeks, or
  • We’ve reached a point where we can’t agree on a resolution (known as “deadlock”),

We’ll provide you with a formal “deadlock letter.” You can then escalate your complaint to the independent Energy Ombudsman.

The Ombudsman offers a free service and will review your complaint thoroughly. If they find we need to do more to resolve the issue, their decision is binding on us (but not on you).

 

Contact the Energy Ombudsman:

They can recommend actions such as an explanation, apology, or compensation if appropriate.

Independent Advice

If you need independent advice at any time, you can contact Citizens Advice Scotland by phone on 0808 196 8660.

You can visit their website at https://energyadvice.scot/. Their service is free, independent and confidential.

We appreciate your patience and your trust in us. Thank you for giving us the opportunity to make things right!