Complaints

We like to keep our customers happy so customer service is our top priority.

We like to keep our customers happy, so customer service is our top priority. Perhaps that’s why we were voted Supplier of the Year at the Energy Awards 2015 for our commitment to excellent customer service.

If, for any reason, you feel you haven’t received the best from us and would like to submit a formal complaint, please get in touch straight way.

There are three steps in our complaints process: 

  1. Get in Touch
  2. Escalate your Complaint
  3. Arbitration

You can read more about each step below or you can download the useful information leaflet on making a complaint.

1: Get in touch

If you’re dissatisfied with a particular part of our service the first thing to do is contact our Customer Service team, giving them as much information about your complaint as possible. This way we can aim to resolve the issue immediately, but if we can’t, we’ll give you a contact name and reference number and provide regular updates on the status of your complaint.

Call: 0845 230 0011 
Online: Contact us

Post: Gazprom Energy, 27 Quay Street, Manchester, M3 3GY 

Email:  enquiries@gazprom-energy.com

2: Escalate your complaint

On the rare occasion that you’re not satisfied by our initial response, or your complaint has not been resolved in four weeks, a member of our Management team will step in and do everything they can to resolve your issue.

Your issue should be resolved within 2-4 weeks of escalation and no more than 8 weeks after your initial contact with us. As resolution to your issue, we may provide the following:

  • An explanation of the circumstances around your complaint
  • A formal apology
  • An offer of compensation

3: Arbitration

Citizens Advice consumer service

The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues from contract issues to making a complaint or advice if you’re struggling to afford your bills. Contact the Citizens Advice consumer service on 03454 04 05 06  (text phone 18001 03454 04 05 06) or visit www.adviceguide.org.uk.

Ombudsman Services: Energy

After 8 weeks or if you have received a deadlock / final position letter, if you’re a micro-business customer*, you also have the right to refer your complaint free of charge to the Energy Ombudsman, an independent arbitrator specialising in resolving energy customer complaints. If you accept the Ombudsman decision then it is also binding on us.

PO Box 966, Warrington WA4 9DF
Telephone: 0330 440 1624
Fax: 0330 440 1625
Textphone: 0330 440 1600
Email: osenquiries@os-energy.org
Website: www.ombudsman-services.org/energy

 

Republic of Ireland

In the Republic of Ireland if you believe the resolution provided by our complaints process is unsatisfactory then you have the option of referring your complaint to the Commission for Energy Regulation (CER). 

Commission for Energy Regulation. The Exchange, Belgard Square North, Tallaght, Dublin 24
Email: info@cer.ie
Telephone: +353-1-4000 800

Please note the CER can only deal with unresolved complaints that have been through our complaints process.

*A company is considered a ‘micro business’ if it meets any one of the following criteria:

  • For gas supply agreements with Gazprom Energy, it consumes less than 293,071 kWh of gas a year
  • For electricity supply agreements with Gazprom Energy, it consumes less than 100,000 kWh electricity a year
  • For gas and/or electricity supply agreements with Gazprom Energy, it has fewer than 10 employees and an annual turnover, or annual balance sheet total, of less than €2 million