Cardiff Energy Supply Limited
Cardiff Energy Supply

Complaints Proceedures

At CESL, we are committed to providing you with fair value and better service in a clear and simple way. We know that sometimes we get things wrong, so we’ve put together the below to show what you can expect if you wish to complain.

If you have tried our normal channels and still have a complaint, please follow these steps.

You can contact us in one of the following ways:

  • Calling our Complaints Resolution 02922250340 (Monday to Friday 9am-5pm)
  • Emailing the Complaints Resolution Manager at
  • Writing to the Complaints Resolution Manager at:

         Cardiff Energy Supply Limited 25 Fidlas Road Cardiff CF14 0LW


Most issues are resolved at this stage.

We will respond to your complaint as quickly as possible and aim to do this within  5 working days.

Following the full review of your complaint, we may take the following actions:

  • Apologise 
  • Explain our findings and why this has occurred
  • Take appropriate action to put things right
  • Explain our next steps 
  • Compensation from CESL (if applicable)

Our aim will be to reach a mutually acceptable agreement, and we expect to do this in majority of cases.

If we are unable to reach an agreement we will write to you explaining our position and providing a final offer.  This is known as a deadlock letter.

Citizens Advice Consumer Helpline

A free and independent advice service that can be consulted at any stage of the complaints process.

It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To ‘know your rights contact the Citizens Advice Consumer Helpline

  • Telephone number: 0345 404 05 06 (lines open Monday to Friday 9.00am to 5.00pm, excluding bank holidays)
  • Website address:
  • Address: Citizens Advice consumer service, Post Point 24, Town Hall, Walliscote Grove Road, Weston super Mare, North Somerset BS23 1UJ
  • Email queries: Citizens Advice online form  
  • You can choose to accept our final offer. If you remain dissatisfied, you can contact the Ombudsman Services: Energy for a free and independent review of your concerns.
  • They may investigate your complaint if:

  • You receive a deadlock letter from us.
  • You have not received a deadlock letter, but at least 8 weeks have passed since you first made the complaint to us.  You must refer your complaint to the Ombudsman within 9 months of first making your complaint to us.
  • If the Ombudsman finds that we have not acted correctly, it will recommend what we should do to put things right.  This may include

  • An apology 
  • Explanation from CESL
  • Compensation from CESL (if applicable)
  • A service or practical action. For example, remove charges if you have been incorrectly billed
  • CESL is bound by any decision made by the Ombudsman, but customers are not.  Therefore, if you are not satisfied with their decision, you are free to pursue your complaint elsewhere, but will lose the right to any resolution through the Ombudsman services.

    Ombudsman Services: Energy contact details

  • Telephone: 0330 440 1624 (Mon-Fri, 9am – 5pm)
  • Website:
  • Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
  • Email:

Recent complaints performance Please note: Figures show all complaints including expressions of dissatisfaction 

2016 Complaints received Complaints received per 100 Complaints Resolved Complaints Resolved Per 100

Percentage of Complaints

Resolved First day 

Percentage of Complaints resoved by 8 weeks
Q1 0 0 0 0 0 0
Q2 1 0.008 1 0.008 100% 100%
Q3 1 0.005 1 0.005 100% 100%
Q4 4 0.0015 4 1.015 33% 100%

Issue Types in percentages

  2016- Q1 2016-Q2 2016-Q3 2016-Q4
Customer Setup   100%   100%
PrePay Card Issues     100%  
    100% 100% 100%

If You Smell Gas Call   0800 111 999

If you have any queries please contact us:

029 2225 0340

or email


Or use our contact form.


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