Read about our Standards of Service and find out what to do
If you’ve got a complaint
Whilst we pride ourselves on delivering a great service to our customers, occasionally we fall short of our high standards. All of our activities are governed by strict standards and you can find more information about them here.
We’re committed to resolving customer issues quickly and courteously. If we can’t resolve the problem right away, we’ll keep you informed every step of the way until we do.
You can download our full Complaints Handling Procedure. The document describes the different stages that your complaint goes through, and provides sources of independent advice. It also contains details of how to escalate your complaint to the Energy Ombudsman, if you feel it has not been resolved satisfactorily.
Looking for compensation?
We work hard to ensure that we always deliver the very highest levels of customer service. However, if you feel we haven’t come up to scratch, from restoring your gas supply to providing you with a prompt quote for a new connection to our network, you may be entitled to compensation.
All of our activities are governed by strict standards and you can find more information about them here. Or if you would prefer to speak to someone call our Customer Care Team on 0800 040 7766 and press option 3. All cases are handled individually.