Our advisors are trained to take complaints seriously and maintain a cordial relationship with our customers. Our advisors are guided to:

•  Get the issues and the solutions correct
•  Become customer oriented
•  Become exposed and liable
•  Act impartially and respectively

If you are not happy with any part of our service and willing to raise a complain then please fill in the contact us form.

Or give us a call on 03030311200,
Or email us to complain@nationalgas.org.uk
Or write to us:
National Gas
Cotswold House
219 Marsh Wall
Canary Wharf
London E14 9FJ

We take every complaint seriously and try our best to sort it out within the earliest possible time. However, we will give you a time scale for resolving any issues. If the issue is complicated then it’s transferred to our resolution team. If a complaint is not resolved to your satisfaction, you can ask for an internal review. We will review the whole matter again and check if there any imperfections in our process. We will then get back to you with the result. If you are not happy with our final response and you would like independent advice, you can contact the Citizen’s Advice Consumer Service or the Ombudsman Services: Energy. Citizens Advice consumer service can be consulted at any stage in the complaints process.

Citizens Advice Consumer Service:
The Citizens Advice Consumer Service offers free and independent/impartial advice to consumer. Visit www.citizensadvice.org.uk/energy, fill in their online web form on https://forms.adviceguide.org.uk/complaint_energy.aspx or call the Citizens Advice consumer helpline on 03454 040506.
View the Know Your Rights, guidance for energy consumers on the Citizens Advice website:

www.citizensadvice.org.uk/Global/Public/Energy……..DIGITAL.pdf

Energy Ombudsman
If we can’t reach agreement with you, or if there is no resolution after 8 weeks; you can contact the Energy Ombudsman which is a free and independent organisation that investigates customer complaints. You can also contact the Energy Ombudsman after receiving your deadlock letter.
You can contact the Energy Ombudsman in the following ways:
Phone number: 0330 440 1624
Email: enquiry@energyombudsman.org
Or visit their website: www.energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF