Customer Complaints Procedure
We strive to provide the best customer service possible. However, if you’re unhappy with the service you have received from Electricity North West, we welcome your feedback to further improve our quality of service.
Click here to view our Complaints procedure booklet.
What is a complaint?
A complaint is any report of dissatisfaction with the service we are providing.
If you wish to make a complaint contact us by:
Phone on: 0800 048 1820
Email: Use our contact form
or
Write to: Electricity North West Customer Relations,
PO Box 4375, MANCHESTER, M61 0ET
Please give us your name, full contact address and contact phone number, as well as a description of the complaint.
Response
We aim to deal with less complex telephone complaints straight away, however where it is a more difficult case we will attempt to resolve it within 10 working days or confirm our course of action in resolving your complaint.
Our aim is to reply to letters of complaint within 10 working days of receiving them. When we reply to you we will give you the name, address and telephone number of the person who is dealing with your complaint. This is so you can contact them if you want more information about the complaint. If there is any problem with resolving your complaint or enquiry we will contact you to confirm an update of your case and set a new timescale for resolution.
We will endeavour to respond in Braille or a different language if requested.
If you require more information or are not happy with the way we have dealt with your complaint then please click on the link for our complaints procedure.
We will work with you at all times to resolve your complaint.
Independent review
If you have followed Electricity North West's published complaints procedure and you remain unhappy with the way we have handled your complaint, you may wish to contact the Energy Ombudsman, a free independent service set up to sort out disagreements between electricity companies and their customers. The Energy Ombudsman will accept your complaint if after eight weeks the complaint is still not resolved, or if we have written to you to say that we are unable to resolve your complaint and that the complaint is in 'deadlock'.
The Ombudsman will require from you a full account of your dealings with us and any resolutions that have been offered. They will then request from us a full detailed factual account of events to help them understand all the circumstances.
They will then come to a full and final conclusion which each side has to adhere to.
Ombudsman Contact Details:
Phone
(Monday to Friday between 9am and 5pm)
0330 440 1624 or 01925 530263
Address
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Email: enquiries@os-energy.org
Web: http://www.ombudsman-services.org/energy.html
If you require any independent advice then you can contact Consumer Direct at any time on 0845 4040506.