I'm unhappy with the service that I have received

We welcome all forms of feedback about our staff and services. If you have any comments or complaints then please contact us:

  • Call 0800 028 4587 - free to call from a mobile or a landline phone. Lines open Monday to Friday 8:30am - 5pm
  • Write to us at: Customer Care, UK Power Networks, Fore Hamlet, Ipswich, IP3 8AA
  • Complete our online form if you have a complaint or enquiry
  • Complete our feedback form if you have a compliment 

Terms of Connection

When you sign up with your electricity supplier they should have supplied you a copy of the Terms and Conditions that apply for the supply and distribution of electricity. They will have included the following terms of connection to the electricity distribution network which we abide by.

Download the Terms of Connection


Electricity Guaranteed Standards

Our industry regulator, Ofgem, sets Guaranteed Standards. If we fail to meet these Standards, you are entitled to receive a payment.

Download the Electricity Guaranteed Standards


Our complaints process

Download the Domestic, faults and small business complaints procedure

Download the Connections commercial and industrial complaints procedure

Download the UK Power Networks Quotation Accuracy Scheme 

Download the UK Power Network's IDNO Quotation Accuracy Scheme 

Contact us

Call us

Free to call from a mobile or landline phone. Lines are open Monday - Friday, 8:30am-5pm.