Complaints

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

Phone : 0800 130 3600

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.

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.

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.

If you wish to make a complaint, please contact our Customer Service Team by emailing us at complaints.customerservice.uk@engie.com or follow our complaints procedure.

Resolving your complaint
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.

Micro Business Consumers & Small Business Consumers
Deadlock: If we can’t reach a mutual agreement, we will send you a final offer letter (known as Deadlock),which then allows you to seek independent advice from the Energy Ombudsman. Also, if after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our letter.

The Energy Ombudsman (UK) 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 purely on the information and evidence available. You do not have to accept their decision. If you do agree with their decision, we have to act on what the Energy Ombudsman 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 gesture.

Website: http://www.energyombudsman.org/
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Write to: Energy Ombudsman Services, PO Box 966, Warrington, WA4 9DF

For free impartial energy advice, you can contact the Citizens Advice Consumer Services (CACS) on 0808 223 1133. The citizens advice consumer service provides free and independent help and advice to small business on energy issues, contract issues, and raising a complaint. 

Business Debtline: For free, impartial and confidential debt advice to small businesses and the self-employed, contact Business Debtline on 0800 197 6026 or go to businessdebtline.org.

If you are a Micro Business Consumer or Small Business Consumer 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.

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.

The Energy Ombudsman (UK) is a service available to Micro Business Consumers and Small Business Consumers and aims 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 purely on the information and evidence available.

In order to use the Ombudsman's services you must have been signposted by ENGIE which can happen under two circumstances.

If we are not able to reach a mutual agreement following your complaint where we will send you a final offer letter (known as Deadlock), or if a resolution to your complaint has not been reached after 8 weeks you have the right to complain to the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our letter.