To ensure we deal with your complaint in the most effective way please select below to identify if you are a Microbusiness Customer
If you are unsure whether you classify as a Microbusiness customer please refer to this link.
Log your complaint with us via online form, email, phone, or a letter.
Online Form: Please complete this form.
Phone: +44 (0)3 300 300 800*
*Calls to 03 numbers cost the same as, or less than, calls to 01 and 02
prefixed numbers and are included as part of any inclusive minutes or
Letter: Northern Gas and Power, 8th Floor, East Tower, Baltic Place, South Shore Road, Gateshead, Tyne and Wear, NE8 3AE
If a complaint is made in writing, we will respond within 1 working day,
however kindly allow time for postal delivery.
We will acknowledge and record your complaint within 1 working day of receipt, after which we will carry out our initial investigation and provide a response, where possible, within 10 working days.
If you are unhappy with the initial outcome, then you may wish to appeal. To do this, simply write to us and request for the matter to be re-evaluated by a senior member of our Compliance Team. You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.
If your complaint remains unresolved after 8 weeks, or we have issued you with our final position (deadlock) letter, you may wish to contact the Energy Ombudsman service. The Energy Ombudsman will complete a free and impartial investigation on your behalf and provide you with an outcome.
Phone: 0330 440 1624
Letter: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF