Coronavirus Information and Support

Treating Customers Fairly

"You’re our number one. That’s the very heart of it. At CNG, our aim is not to deliver the best customer experience within our industry, but the best full stop. This might sound like a long shot, but we don’t think so. If we succeed, that’d be incredible and even if we don’t quite top the list, our passion and determination to get there will be on the up the whole time…so you, the customer, always win. Our promise is simply to never stop trying to be the best. This CNG business was built on a desire to be different and we live that to this day.

Trust us to be the supplier for you and we will do everything we can to make sure you recognise why that was the right choice! If at any point you feel we could do better, let me know…email or call and we will look at any challenges, together."

Jacqui x

Treating you fairly is our highest priority. We’ve worked hard within CNG to ensure it is at the forefront of everything we do. We even made it one of our core values, alongside the equally important open, honest, fun, care and WOW….

Making sure you, the customer, are happy with your choice of supplier is crucial and something we can never take for granted. We know that while your energy isn’t your number one priority, it is still important that it works for you, with you and is simple to manage. 

We make sure this is the case by giving you access to a well-trained, knowledgable and importantly friendly customer service team (no automated call centres here, thank you). If you prefer to simply email, use live chat, write to us or even send a fax, then go ahead, the same level of care awaits.

We talk a lot about delivering a WOW service, but rest assured we work for it and we can prove it’s something we take seriously. Not only are we ‘Investors in Customers’, but we were the first commercial gas supplier in he UK to achieve the ‘Putting the Customer First’ accreditation and we improve year on year to keep it – we’ve secured this five years running. 

So, our promise to you is all of the above, but it is also no jargon, accurate and clear information and anything important will be brought to your attention in a timely fashion.

Getting stuff right is at the heart of all we do. Sometimes things might not go just right, despite our best efforts, and if this happens, we promise a suitable resolution, without excuses and as soon as possible.

Our commitment to resolving complaints saw us feature on the Citizen’s Advice Bureau non-domestic complaints league table. We came third, which means only two other suppliers better us on handling customer complaints. Never a team to stand still, we are already looking at how we make sure we reach that number one spot, so if things do need addressing, we can confidently say we will handle it better than anyone else out there. To learn more about how we handle complaints please click here 

We are regulated by Ofgem and we follow their Standards of Conduct for non-domestic suppliers.  You can find out more about Ofgem’s standards by clicking here

In the meantime, if there is anything you want to chat about, please get in touch with the team. You can reach us Monday to Thursday 9.00am – 5.30pm and Friday 9.00am to 5.00pm on 01423 502 554. Jacqui, our MD loves to know what you think about us, write to her at, or if you’re in the area pop in for a Yorkshire cuppa, we’re at No.2 Victoria Avenue, Harrogate HG1 1EL.

If you would like to download a PDF copy of this statement please click here.