Making a Complaint

We take complaints very seriously and though we aim to provide you with the very highest level of service. If you have a problem, please contact us first and we will try to help you. If we can’t resolve your problem, or if you would like independent advice, you can contact the Citizen’s Advice Consumer Service or the Ombudsman Services: Energy which offers free impartial advice and support to gas and electricity consumers. 

We are aware that things can sometimes go wrong. Here you’ll find out what you can do in those circumstances and what we will do in response. 

As soon as you become aware there is a problem please always contact our Customer Service team. 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: service@cngltd.co.uk
  • Write to Amy Collins at:
    Contract Natural Gas Ltd
    2 Victoria Avenue
    Harrogate
    North Yorkshire
    HG1 1EL

You are very welcome to visit us at the above address between 9am and 5pm Monday to Friday.  You can of course fax, e-mail or write to us at any time. 

What we will do:

Upon contacting us one of our Customer Service team will try to resolve your complaint immediately. If this cannot be done, your complaint will be passed to a member of our Customer Relations team to investigate further. They will give you a reference number and investigate your complaint in detail, aiming to resolve the complaint within 24 hours of receipt.

Complex issues may take longer than 24 hours to resolve and if this is the case a Senior Manager from our Customer Relations team will keep you informed throughout the whole process. This will usually take 10 working days, but may go to a maximum of 40.

If your complaint cannot be resolved at this stage and we still cannot agree a way forward, our Managing Director Jacqui Hall will be happy to re-examine your case. After exploring every possible action within our capability and any correspondence between us, if a mutual resolution still cannot be agreed we will send you our Final Response letter.

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 are also happy to send you a copy of our 'Complaint’s Procedure' on request, or alternatively you can download this at the bottom of this page. 

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.

We may use your comments to improve our services and avoid similar problems in the future.

We will endeavour to resolve your complaint as quickly and thoroughly as we can.  However, 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 your problem, or if you would like independent advice, you can contact the Citizen’s Advice Consumer Service at any time and during any stage of the complaints process, which offers free independent and impartial advice and support to gas and electricity consumers.

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

Phone: 03454 04 05 06 Open Monday – Friday, 9.00am to 5.00pm.
Textphone: 18001 03454 04 05 06

Online via their website: www.citizensadvice.org.uk/energy

Alternatively, click here to go to their online website form.

By post:

Citizens Advice consumer service
Post Point 24
Town Hall
Walliscote Grove Road
Weston Super Mare
North Somerset
BS23 1UJ

You can view the 'Know Your Rights' in the energy market document on the Citizens Advice website: https://www.citizensadvice.org.uk/Global/Public/Energy...

We are members of the Ombudsman Service Scheme, who can provide you with free, impartial and independent advice for resolving long-standing complaints.  After 8 weeks their decision is binding on us, but not on you. 

You have a right to refer a complaint to the Ombudsman’s Service: Energy 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 six 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 Service: Energy 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 can contact the Ombudsman Service: Energy in the following ways:

Phone: 0330 440 1624 Open Monday – Friday, 9.00am to 5.00pm.
Textphone: 0330 440 1600

Phone lines are closed at the weekends, all bank holidays and between Christmas and New Year.  

By Email: enquiries@os-energy.org

Fax: 0330 440 1625

By Post :
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

Online via their website: http://www.ombudsman-services.org/energy

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