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If you are experiencing an emergency with your energy supply, please contact these
free 24 hour national number emergency lines:
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.
Contact SupplyWhy not check out our FAQs if you’re not sure where to start
Yes, ENGIE designs agreements tailored to your energy profile, offering options for fixed or flexible pricing, short term or long term durations, and specific sourcing preferences.
ENGIE provides a range of services, including asset optimisation, demand-side response programs and tailored energy management strategies, to help businesses improve efficiency and access cost-saving opportunities.
Go to the Registration page and enter the following details to create an Online Account:
If you’ve registered for an ENGIE business Online Account but can’t log in, check that the email address and password is the one you used to register. If you don’t know your password reset it here.
If you have just registered, you will need to activate your account before you can log in for the first time. Check your Inbox or Junk mail folder for an email that says ‘Activate your online account’ then click on the link inside.
If you continue to have difficulties accessing your online account, you can contact our Customer Service Team at support.customerservice.uk@engie.com
For large business customers, please login. If you have any issues, please contact your account manager or email us at queryhub@engie.com
If you are a Business customer, you can set up and amend Direct Debits easily by logging into your Online Account.
If you’re unable to to register for an Online Account then please complete either an Electricity Direct Debit Mandate or Gas Direct Debit Mandate and return these to us at customerdata@engie.com
If you’re a Large Business, please get in touch with your account manager to set up your Direct Debit or email queryhub@engie.com
You can raise a complaint by emailing our Customer Service Advisers at complaints.customerservice.uk@engie.com
Our Customer Service Advisers 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.
As a Micro Business Consumer or Small Business Consumer if you are not happy with our resolution you can complain to the Energy Ombudsman on 0330 440 1624 or email – enquiry@energyombudsman.org or Citizens Advice for advice on 0808 223 1133 Textphone: 18001 0808 223 1133
To contact a Welsh-speaking adviser: 0808 223 1144 Textphone to contact a Welsh-speaking adviser: 18001 0808 223 1144 Monday to Friday, 9am to 5pm Closed on bank holidays.
