Coronavirus Information and Support

Making a Complaint

We take complaints very seriously and although we aim to provide you with the very highest level of service, we may not always get things right. Here, you’ll find out how we handle complaints and what you can do if you’re not happy with our response.

Please contact us as soon as you become aware that there’s a problem. We will then do all we can to resolve your complaint as quickly and efficiently as possible. You can contact us in a number of ways:

Call us: 01423 502554

Fax us: 01423 502556

Email us:

Write to Amy Collins at

2 Victoria Avenue
North Yorkshire

You’re also very welcome to visit us at the above address between 9am and 5pm Monday to Friday.

What we will do:

Upon contacting us, we will try to resolve your complaint immediately. If this can’t be done, your complaint will be passed to a member of our Customer Services team to investigate further. They will contact you within 48 hours to confirm they’ve received your complaint and will keep you informed and updated throughout the whole process.

As part of resolving your complaint we may offer you an apology, explanation or compensation.  Where appropriate we may also change our procedures to avoid a recurrence of the issue that led to your complaint.

We will consider that a complaint is resolved when you indicate that this is the case.  You can re-open a complaint if required, by contacting us.

We will endeavour to resolve your complaint as quickly and thoroughly as we can. However, if we conclude that we are unable to resolve your complaint to your satisfaction, or if a period of eight weeks has elapsed without resolving the complaint, we will provide you with written details of the independent redress scheme that is available to you within our Final Response letter.

If you are not satisfied with how we have handled your complaint, you can ask us to review our actions.  We will undertake an internal review and provide you with the conclusions.  As with your original complaint, if you are not happy with our conclusions, you are able to refer this matter to the redress scheme.

If we can’t resolve the issue, or if you would like independent advice, you can contact the Citizens Advice Consumer Service at any time and during any stage of the complaints process. They offer free and impartial advice and support to gas and electricity consumers.

You can contact Citizens Advice Consumer Service in the following ways:

Phone: 0808 223 1133   /    Textphone: 18001 0808 223 1133

(Monday to Friday 9am to 5pm)

By post:

Citizens Advice consumer service
2nd Floor, Fairfax house
Merrion Street

Online via their website:


We are members of the Ombudsman Service Scheme, who can provide you with a free, independent mechanism for resolving long-standing complaints.  Their conclusions are binding on us, but not on you.  You have a right to refer a complaint to the Ombudsman Service in the following circumstances:

·         You first advised us of the complaint less than nine months earlier; and

·         Either we have notified you within the previous twelve months that we are unable to resolve your complaint to your satisfaction; or

·         A period of at least 8 weeks has elapsed since you first advised us of the complaint and the complaint remains unresolved.

Once a case is determined to be within the scope of the Service, evidence is gathered from you and us for consideration by an investigating officer. A Provisional Conclusion is reached which is sent to us both. You or CNG may either accept the Provisional Conclusion or submit further representations. The Ombudsman will consider, following the receipt of any further representations, all the material related to the case and then issue the Final Decision, which we will be obliged to comply with.

You may contact the Ombudsman Service in the following ways:

By phone:

Phone: 0330 440 1624   /   Textphone: 0330 440 1600

(Monday to Friday 8am to 8pm & Saturday 9am to 1pm)

By email:

Online via their website:

By Post:

Ombudsman Services: Energy
PO Box 966