Complaints

E-mail : complaints.customerservice.uk@engie.com

Phone : 0800 130 3600

You can raise a complaint by emailing our Customer Service Advisors at complaints.customerservice.uk@engie.com

Our Customer Service Advisors will listen and try to resolve your complaint at that point, where this isn’t possible, we will aim to resolve as quickly as possible. 

If we need to, we’ll transfer the complaint over to our Customer Complaint team. If this happens, we’ll let you know.

We treat complaints very seriously and will try to obtain a resolution where possible, we believe that all complaints are beneficial to improve our overall customer service levels. The resolution could include the following: we issue an apology, we right the mistake, we provide you with the reason that caused the issue, or we’ll offer compensation.

If we’ve done something wrong, we want to put it right and we’ll do so using our complaints process.

Our Customer Service team are fully trained to handle complaints and complex issues. We will aim to resolve your issue 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 keep you informed at agreed times and dates to ensure you are kept up to date as to the progress of your complaint.

If you are a Microbusiness and are not happy with our resolution you can also contact the Energy Ombudsman on 0330 440 1624 or email enquiry@energyombudsman.org or contact Citizens Advice on 0808 223 1133

Ofgem defines a non-domestic consumer as a microbusiness if they meet at least one of the below criteria:

• employ fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
• uses no more than 100,000 kWh of electricity per year; or
• uses no more than 293,000 kWh of gas per year.