Last updated on 4 January 2026
Meet George is committed to providing a transparent, high-quality service. If you are unhappy with any aspect of our service, we want to know so we can put things right.
This procedure explains how to complain, how we handle complaints, and when eligible business customers can escalate to the Energy Ombudsman.
This procedure applies to complaints about Meet George’s services (for example: the switching journey we manage, information we provide, platform issues, service quality, or how we handled your account).
If your complaint is about an energy supplier’s billing, meter reads, supply interruption, or contract performance after you have contracted directly with a supplier, the supplier will usually be responsible for resolving that issue. We will still try to help you route your complaint to the right place.
You can complain via:
Please include:
If we cannot resolve your complaint to your satisfaction, we will issue a final response (a “deadlock letter”) explaining our final position and any offer or remedy we propose.
If we have not resolved your complaint within 8 weeks of receiving it, we will write to you to explain that you can escalate your complaint to the Energy Ombudsman.
If we have issued a deadlock letter, or if 8 weeks have passed since you first raised your complaint and it remains unresolved, eligible business customers may be able to take the complaint to the Energy Ombudsman.
Eligibility: The Energy Ombudsman’s business eligibility is subject to the Ombudsman’s scheme rules. It commonly includes microbusinesses (for example, a business with fewer than 10 persons and turnover or annual balance sheet not exceeding 2 million euros). If you are unsure whether you are eligible, you can contact the Ombudsman and they will confirm.
Time limit: If we issue a deadlock letter, you must contact the Energy Ombudsman within 12 months of the date of that letter.
The Energy Ombudsman provides an independent and impartial Alternative Dispute Resolution service that is free to use. Resolutions may include an apology, an explanation, practical action to put things right, and/or a financial award. Decisions are binding on us if you accept them (you can choose to reject them).
We log complaints and monitor timelines so we can issue 8-week letters and deadlock letters at the appropriate time and provide clear signposting to the Energy Ombudsman where required.
We may update this procedure from time to time. The latest version will always be published at complaints.
