HOW TO SUCCESSFULLY COMPLAIN ABOUT THIS COMPANY It has been a nightmare to deal with this company, but I think I’ve probably got to the bottom of it and I would recommend anyone who is having a bad time with them to follow these steps: 1) Email their customer service team. Their "hello" e-mail address. 2) Send your complaint to their complaint e-mail address and make sure you explicitly state it's a "formal complaint" complaints[at]pfpenergy.co.uk . I would send this e-mail to both the complaints department and their "hello" e-mail address. 3) If after 8 weeks you haven’t heard from them or you’re not satisfied with their response, contact the Energy Ombudsman. If you google "energy ombudsman", it should be the first result. I would also contact the Citizens Advice Bureau (you can do that immediately) as they will log your query and forward that information to Ofgem. There’s a very useful online form you can complete. Again, if you google "Citizens Advice consumer helpline" you will find there the link to the energy form or the option to speak to an advisor.