Complaints

We pride ourselves on delivering a great level of customer satisfaction, however, if you have a complaint about any aspect of your energy supply service please let us know.

What is a complaint?

A complaint is any sign of dissatisfaction that a potential customer / a customer or someone on the customers behalf feels about the service provided by ENGIE.

To resolve your complaint

You can raise a complaint by contacting our dedicated Customer Service Advisors on 0800 170 1112 or email on complaints.solutions@engie.com. Our Customer Service Advisor 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 dedicated Customer complaint team. If this happens, we’ll let you know we’ve done this.

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 action, we issue an apology, we right the mistake, we provide you with the reason that caused the issue or we’ll offer compensation.

If you’re a Microbusiness

Where you are classed as a microbusiness under Ofgem’s rulings, energy suppliers must abide by the Complaints Handling Regulations 2008, this provides you with additional protection.

As you are micro business you can approach Citizens Advice for independent advice relating to your complaint.

Citizens Advice consumer helpline: 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
Or contact them online here.

Gas and Electricity Customers Only

Where you don’t agree with our final response after our review and you have been provided with a deadlock letter or we haven’t resolved the complaint within 8 weeks then you can approach the Energy Ombudsman for them to take up your complaint. This service is free of charge and the energy supplier must abide by the decision of the Ombudsman.

You do can do this if you fit the following:
• The complaint is over 8 weeks old and you don’t have a resolution.
• You’ve received a deadlock letter after we haven’t managed to agree a resolution. We will detail what actions have been taken up to this point.
The Energy Ombudsman Services:
• Phone: 0330 440 1624
• Email: enquiries@os-energy.org
• Website: www.ombudsman-services.org
• Post: PO Box 966, Warrington, WA4 9DF

Our complaints procedure
Information for microbusinesses
Treating customers fairly