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Customer Complaints Procedure

We strive to provide the best customer service possible.

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.

Making a complaint

If you are dissatisfied with any aspect of service we have provided, please contact us 0800 195 4141 or use our contact form.

Contact us at:

Electricity North West Customer Relations
PO Box 218
304 Bridgewater Place
Birchwood Park
Warrington WA3 6XG

[email protected].

Please give us your name, full contact address and contact phone number, as well as a description of the complaint.

Responding to your complaint

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.
  • give you the name, address and telephone number of the person who is dealing with your complaint.
  • respond quickly if there is a problem with resolving your complaint or enquiry.
  • 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.

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

The Energy Ombudsman will take on your complaint if:

  • after eight weeks the complaint is still not resolved;
  • we have written to you to say that we are unable to resolve your complaint;
  • 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.

To contact the Ombudsman, please phone 0330 440 1624 or 01925 530263, Monday to Friday 9am and 5pm.

Write to the Ombudsman at:

Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

Please email: [email protected] or visit http://www.ombudsman-services.org/energy.html for more information.

If you require any independent advice then you can contact Consumer Direct at any time on 0845 4040506.

Are you a priority customer?

We appreciate that some customers have additional requirements and may have circumstances where a priority service is needed for a variety of reasons.

Learn more

Major incident

Engineers are working to restore power to properties after severe flooding in Lancashire and Rochdale.

We are doing everything we can to restore power and we'll update you regularly on our news section and TwitterFor emergencies, please call us on 0800 195 4141.

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