Frequently asked questions

Q What do we do with your data?
Q What data do we take?
Q When and how do we take data?
Q How long do you keep my data for?
Q How secure is my data?
Q Can I access my data?
Q What are my rights in relation to data?
Q Submitting your meter readings
Q How to read your Gas meter
Q How to read your Electricity meter
Q Where can I find my MPAN, MPRN or Serial Number?
Q How to find your Distribution Network Operator (DNO)
Q Why is Demand Response so important?
Q Will it disrupt my business?
Q How much will it cost my business?
Q Are there any penalties?
Q What needs to be installed at my site?
Q How long will my site be impacted by an event?
Q How do I sign up?
Q How do I register for an online account?
Q I’ve forgotten my password
Q I can't log in to my online account
Q I’m having difficulty registering
Q Logging in Technical Issues
Q Can more than one person at my organisation register for an online account?
Q I have multiple businesses, do I need an online account for each?
Q I would like to request a copy of my statement of account
Q How do I allow a third party or Energy broker to manage my energy account?
Q Can my bills be issued quarterly rather than monthly?
Q I am having difficulty paying my invoice
Q Important information on your bills/invoices
Q How do I change my Direct Debit details?
Q What is VAT relief and how to request it
Q What is back billing?
Q I am moving premises what do I need to do?
Q When does my contract start?
Q How to raise a complaint
Q What if I am a Microbusiness with a complaint
Q What are the stages to the complaints procedure?
Q How do I escalate my complaint?

Customer Service Contact Details:

Large Business:

Call 0333 666 0279 or email queryhub@engie.com.
For credit queries please contact Iccreditcontrol@engie.com

Opening times: Monday to Thursday 09:00 - 17:00, Friday 08:30 - 16:30.

Business:

Call 0800 130 3600 or email customerservice@engie.com.
For credit queries please contact credit.control@engie.com.

Opening times: Monday to Thursday 09:00 - 17:00, Friday 08:30 - 16:30.