Complaints Procedure

Sometimes we may get things wrong

What is our complaints procedure?

Step One
Log your complaint with us by phone, letter, email, or via this website.

Step Two
Your complaint will be investigated and we will respond to you within three working days, and we will try to resolve it, where possible, within 10 working days.

Step Three
If you are unhappy with the outcome, then you may wish to appeal. To do this, simply write to us and request for the matter to be re-evaluated by a more senior member of our organisation. You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.

You can register any complaints, comments or compliments, by:

Phone
Please call us for free on +44 (0)3 300 300 800

In writing, to:
Please forward all correspondence to:
Northern Gas & Power LTD
8th Floor, East Tower
Baltic Place
South Shore Road
Gateshead
Tyne and Wear
NE8 3AE

Completing the Online Form
Please complete the form at the bottom of this page.