Making a Complaint

If you want to make a complaint, follow our three-step process to register your concern with us.

We’re committed to making customer service our top priority, but if you don’t think you’ve received the best from us and would like to submit a formal complaint, then please don’t hesitate to get in touch as soon as possible. 

Our three-step complaints process is as follows:

  1. Get in touch
  2. Escalate the complaint
  3. Arbitration

1. Get in touch

If you’ve been dissatisfied with any element of our service, then please contact our Customer Service team and provide as much information as possible. We’ll aim to resolve the issue immediately, but if we can’t, we’ll provide you with a contact name and reference number, and keep you updated about the status of your complaint.

Post:  Gazprom Energy, 5th Floor, 8 First Street, Manchester, M15 4RP

Email:  complaints@gazprom-energy.com

2. Escalate the complaint

On the rare occasion that a complaint hasn’t been resolved in four weeks, or you feel as though our initial response wasn’t satisfactory, a member of our management team will be in touch.

Your issue should then be solved within 2-4 weeks of escalation and no more than 8 weeks after your initial contact with us. As part of the resolution, 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, independent help and advice to small businesses on energy issues, including making complaints. Contact the Citizens Advice consumer service on 03454 04 05 06 (textphone 18001 03454 04 05 06) or visit www.adviceguide.org.uk.

Ombudsman Services: Energy

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

  • Republic of Ireland businesses have the option of referring their complaint to the Commission for Energy Regulation (CER).

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