Complaints procedure
If you are unhappy with your final bill or with any aspect of our service, please tell us. Complaints are handled on behalf of the Joint Administrators of Tomato Energy Limited.
How to make a complaint
You can contact our customer care team by phone, email or through this website:
To help us resolve your complaint quickly, please provide:
- Your full name and account number
- Full details of the complaint, with any information or evidence that may help us understand your concern
- How you feel we could put things right
- Your preferred method of contact and contact information
If your complaint relates to a bill, please let us know within 30 days of the date shown on your bill. You do not need to wait until the end of the 30-day period; please contact us as soon as possible.
What happens next
- We confirm receipt of your complaint within five working days and, where possible, we aim to resolve it during this time. If your complaint is more complicated and cannot be resolved in this time, we will let you know that we need more time.
- We investigate, reviewing the relevant information relating to your account and bill, including billing records, meter information, payments and other supporting information.
- We write to you with our final response, setting out the outcome of your complaint and any steps we will take to put things right. Our aim is to find a suitable resolution within eight weeks.
If you remain unhappy
As the Company is in administration, complaints can no longer be escalated to the Energy Ombudsman. All complaints are handled directly by the Company under the oversight of the Joint Administrators. If you remain unhappy with our final response, you can seek free and independent advice from the organisations below.
Independent advice
You can get free support and advice with any energy concerns, including issues with meters, paying for energy or your bills. Calls to these services are free.
- England and Wales: Citizens Advice — citizensadvice.org.uk/energy or 0808 223 1133
- Scotland: Advice Direct Scotland — energyadvice.scot or 0808 196 8660
Tomato Energy Limited ceased trading as an energy supplier on 9 November 2025. Complaints about your current energy supply should be raised with your current supplier, British Gas. This procedure covers final bills issued for energy supplied by Tomato Energy up to that date.