Complaints

Because we work directly with a licensed supplier (TotalEnergies), some issues like billing or meter readings may need to be handled by them. To raise an issue directly with TotalEnergies, please follow the link to their complaints page here. 

If you contact us first, no problem – we’ll check it over. If it turns out the issue is something they need to handle, we’ll point you in the right direction to make sure it gets picked up by the right team.

Reach out to us via:

• Email: complaints@hedged.energy
• Phone: +44203 9621109
• Post: Address post to 'Freepost HEDGED' (no stamps or address needed)

We recommend including:

• Your company name, site address, and account or supply number
• A summary of the issue
• Any relevant docs (invoices, meter reads, etc.)
• The outcome you’re looking for

• We’ll acknowledge your complaint upon receipt.
• You’ll get a complaint reference number so you can track progress.
• We aim to resolve most issues within 2–5 working days.
• For more complex problems, we’ll keep you updated and aim to get things sorted within 8 weeks.

If we still haven’t resolved things after 8 weeks or you’re not happy with the outcome, we’ll send you a final response that summarises the issue and gives you the right to escalate to the Energy Ombudsman.

If it comes to that, here’s how to reach the Ombudsman:

Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Ombudsman Services, Energy, PO Box 966, Warrington WA4 9DF
Website: www.ombudsman-services.org

They offer a free and independent service. If they agree with your complaint, they can ask us or the supplier to put things right – including apologies, explanations, corrections or even compensation.