Do not expect any help from the customer services at any point! If something goes wrong, you're screwed! My meter started over-recording badly and I spent 5 months trying to sort out something with them. Every phone call I make they tell me they are fixing it and it never gets there. The story goes as such: * First call: They made me do some stupid test and send them how much my gas meter recorded via e-mail. They never replied to my e-mail. * Second call: They told me they would get back to me on the e-mail. They never did. * Third cal: They told me they will send someone to take my meter for testing. They arranged a date for the engineer to come. * Fourth call: On the morning the engineer was supposed to come I had the feeling it won't show up and I called for confirmation. They told me he will be a bit later than the slot but will come. No one showed up. * Fifth call: They told me the engineer will get in contact to reschedule. Never happened. * First formal complaint e-mail: They say on their website that they acknowledge the complaints in 24 hours. This did not happen. * Second formal complaint e-mail: Sent 2 days after the first one. It's been over a month. No reply to either of them. Now, I cannot escalate it to ombudsman for another 1-2 months or so (some months has to pass before the first complaint before you can reach them) I just changed supplier and will hope to fix it with a different one.