Customer support

We’re here to make energy easier.

If you have any questions at all about what we do, let’s chat.

We’re here to make energy easier.
If you have any questions at all about what we do, let’s chat.

Because we care

Here at Labrador we prioritise excellent service for all of our customers. As consumer champions, we want to save you money and make your life a little easier.

We regularly ask for customer feedback, and we are committed to consistently striving for improvement across all areas of our business. We want all of our customers to be big fans, and we won’t settle for less.

Make a complaint

We recognise that from time to time, despite our best efforts, a customer journey may hit a bump in the road and something could go wrong. If this is what has happened to you, then we will do all we can to get things back on track as quickly and conveniently as possible. Please let us know straight away if you are at all unhappy with the service you have received from the Labrador, so that we can ensure you get the help you need.

How to

You can reach out to us in any way that works for you. Your complaint will be taken with the utmost seriousness no matter whether you call, email or write to us.

  • Call us on 0800 060 8790
  • Email us on contact@thelabrador.co.uk
  • Ask for help with our Live Chat team (click the bottom left chat icon)‭
  • Write to us at Labrador Ltd, Regus, Central Boulevard, Blythe Valley Business Park, Solihull, B90 8AG‭

Our Customer Support team will contact you within 48 hours to confirm receipt of your complaint, and will ensure you have all the help you need. We hope that at this point we will be able to assist you fully, resolving any concerns that you have.

Should you remain dissatisfied following your initial complaint, we will investigate the situation thoroughly on your behalf, and provide you with a full written response within ten working days. We will of course aim to respond to you sooner should we be able to.

Still in trouble

In the unlikely event that we remain unable to assist you to your satisfaction, we want you to know that we are members of the Consumer Ombudsman scheme, a free and impartial service available to all consumers. It is a usual requirement that you have exhausted our complaint process before they will be able to investigate on your behalf and we will provide you with all of the information that you require to escalate your concerns to them, should this be necessary. We will cooperate fully with any investigation that they undertake on your behalf.

Please note, due to the regulatory environment that we operate in, should your complaint relate solely to actions undertaken by a third party, for example your energy supplier, we will need you to raise your complaint directly with them. We will of course do anything we can to support you, should this be the case.