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Our Complaints Procedure

Any problems with our service

At ENGIE we pride ourselves on providing an exceptional service to all our customers. However, we know that there will be times when we get things wrong. When this happens, we promise to take this seriously and aim to sort things out as quickly as possible.

If you’re unhappy with our service, for whatever reason, then we’d like to understand why, so we can endeavour to put things right as quickly and effectively as possible.

Our complaints process is outlined below:

Making a Complaint

Contact our Customer Service team

- Call us free on 0800 280 8000

- Email us at complaints.uk@engie.com 

- Write to us at ENGIE Home Energy, PO Box 330, Newcastle, NE12 2FP

If at any time you would prefer to talk to us face to face about your complaints, you can visit one of our Customer Service Offices. Please contact us for details of your nearest office.

 

Resolving your complaint

Our Customer Service team are all fully trained to handle any expression of dissatisfaction and complex cases.

We aim to resolve your complaint at the time of the first contact where appropriate and possible. If we cannot resolve your complaint at the first contact, we will issue you with a complaint reference number, as well as acknowledging your complaint in writing.

Whilst your complaint is open, we will endeavour to keep you informed at agreed times to ensure you are kept upto date as to the progress of your complaint.

If you feel that your complaint has not been handled to your satisfaction, you may ask to speak with a Team Leader.

Rest assured we will work hard to resolve your complaint as quickly as possible. However, if after 8 weeks a resolution hasn’t been reached to your satisfaction, you have the right to contact the Ombudsman Service; Energy.

If we can’t reach an agreement with you, we will send you a “final offer” letter (known as “deadlock”). You can then seek independent advice from the Ombudsman Service; Energy. If you do decide to do this, you must contact them within 12 months of receiving our letter. You can also contact the Ombudsman Services, if you have not received our letter, but 8 weeks have passed since you first complained.

Ombudsman details

The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free to use and they are totally independent, so they don’t take sides and make their decisions based only on the information available. You do not have to accept their decision. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or where applicable offer a form of compensation or goodwill.

Website: www.ombudsman-services.org/energy

Email: osenquiries@os-energy.org

Phone: 0330 440 1624 (lines are open Monday to Friday 9am to 5pm)

Write to: Energy Ombudsman Services, PO Box 966, Warrington, WA4 9DF

 

Further Support

For free and impartial help or advice you may find the following contacts useful:

 

Citizens Advice Bureau

The Citizens Advice Bureau provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. To find your nearest Citizens Advice Bureau, visit citizensadvice.org.uk

 

Citizens Advice Consumer Service

Telephone: 03454 040506

Website: www.citizensadvice.org.uk/energy

The Citizens Advice Consumer Service provide free, independent and confidential advice on consumer issues. They can be consulted at any stage when you have a complaint and provide online help pages, a Consumer Helpline to give you practical and impartial advice over the phone or you can complete their web form.

 

You can find their Know Your Rights information here:
https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/know-your-rights-in-the-energy-market/

Or call us and we can send you a copy in the post.

Annual Customer Complaints Report

We pride ourselves on providing an exceptional service to all of our customers. However, we know that there will be times when we don’t always get things right. When this happens, we promise we will take this seriously and aim to sort things out as quickly as possible.


In line with the Complaint Handling Standards, we track, monitor and analyse every complaint that is generated to in turn identify ways in which we can improve both our processes and procedures and the overall service we provide to our customers.

For more information about our complaints performance and how we're trying to address them,

Download 

Quarterly Customer Complaints Report

Alongside our annual report, we also produce a Quarterly Consumer Complaints Report for you to track our customer service levels and the ways we're looking to improve during the year. 

Download a copy of the Quarterly Complaints Report:

Q3 2018

Q4 2018

Q1 2019

Free, Impartial Advice

For free, impartial energy advice, you can contact the Citizens Advice Consumer Service (CACS) on

03454 04 05 06

or go to www.citizensadvice.org.uk/energy

You can find their Know Your Rights information and Energy Consumer Checklist here

You can also find more information about the Energy Switch Guarantee here

Or call us and we’ll send you a copy by post.

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