Tracking my complaint
To view your complaint, please log into your online account with your email address and password
If you've forgotten your password or it's expired, you can reset your password using the forgotten password button
Once logged in, go to Cases and under 'Active cases' you can see all open cases and complaints that you have
Click on the arrow next to the 'Complaints' heading and you'll be able to select the complaint you would like view
Once a complaint is closed, you'll be able to find it in the 'Complaint archive' by clicking on 'View archive'
Please note, complaints will only show here after the complaint handler has acknowledged the complaint which can take up to 5 working days.
Once you've logged into your online account, open up your complaint from the 'Cases' section
Scroll down and you'll see the 'Upload document' button
Click on 'Upload document' and a new screen will appear
Click on 'Browse files to select the document or photo you want to send
If you have more than one document you can click on 'Upload another document' to repeat the process
When everything is uploaded, click on the 'Upload document' button
The page will refresh and your document(s) will appear under 'Submitted supporting documents'
If you don't have an online account, you can still send in documents and photos through our Chatbot on our website by clicking on the icon on the right hand side. Then search 'send a document' and follow the prompts.
Once you've logged into your online account, open up your complaint from the 'Cases' section
Scroll down past the complaint detail and you will see a section called 'Responses'
You can type a message into this box and once you click 'Respond' it'll be passed over to the person looking after your complaint
They will respond by end of the next working day and their response will appear on the same page
If you don't have an online account, you can find out how to create one by viewing this video.
If you had any additional questions or queries, please get in touch and a member of our Customer Experience will be pleased to help.
After your complaint is acknowledged by your complaint handler, you'll get a notification in your online account when there is an update to your complaint. You can view notifications by clicking on the bell icon.
If you don't have an online account, then your complaint handler will update you by your agreed method of communication.
After your complaint is resolved, your complaint will move from the active cases section into the Archived section.
There's a folder for all archived complaints and you can find your previous complaints in there. You won't be able to message us on any resolved complaints.
If you're on a Heat Network , it means VIVID are your energy supplier. If you have an issue and we can’t resolve things straight away, your concern will be recorded as a formal complaint.
We will:
Investigate your complaint
Keep you updated
Aim to resolve it within 8 weeks
Once raised, you can view your Heat Network complaint in your online account and will look similar to this:
You'll be able to message your Heat Network complaint handler direct and upload any documents that may help.
Independent review (Energy Ombudsman)
If your complaint is not resolved:
After 8 weeks, or
If we send you a deadlock letter (a letter explaining that we have been unable to reach agreement)
You can take your complaint to the Energy Ombudsman.
The Energy Ombudsman is independent and can:
Review your complaint fairly
Ask us to put things right
Award compensation if appropriate
You can find out about our complaints process here.
