Our complaints procedure

Whilst we pride ourselves on delivering a great service to our customers, occasionally we fall short of our high standards.

We’re committed to resolving customer issues quickly and courteously. If we can’t resolve the problem right away, we’ll keep you informed every step of the way until we do.

Call us on 0800 040 7766, email us at customercare@northerngas.co.uk or write to us at:

Northern Gas Networks
Customer Care Team
1st Floor
Emperor Way
Doxford International Business Park
Sunderland
SR3 3XR
 

The team is available Monday to Friday, from 8am – 10pm and from 9am – 5pm on Saturday.

You can download our full complaints procedure here. The document describes the different stages that your complaint goes through, and provides sources of independent advice. It also contains details of how to escalate your complaint to the Energy Ombudsman, if you feel it has not been resolved satisfactorily.