Complaints
While we pride ourselves on delivering a great service to our customers, occasionally we fall short of our high standards.
All activities are governed by our Guaranteed Standards of Performance.
Handling issues
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 so.
If you have suffered damage, injury or you feel the standards haven’t been met, our Customer Care Team is always on hand to receive your complaints or enquiries about compensation. They will offer help and guidance in resolving any issue. All cases are handled individually.
Complaints procedure
You can download our full complaints procedure. 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.
Compensation
We work hard to ensure that we always deliver the very highest levels of customer service.
However, if you feel we haven’t come up to scratch, from restoring your gas supply to providing you with a prompt quote for a new connection to our network, you may be entitled to compensation.
Call our Customer Care Team on 0800 040 7766, option 4. All cases are handled individually.
How to get in touch with us
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Call 0800 040 7766, option 4.
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Email us at [email protected].
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Write to us at Northern Gas Networks, Customer Care Team, 1st Floor, 1 Emperor Way, Sunderland, SR3 3XR.