Share your feedback

Share your feedback

We value your input and are committed to providing the best service possible.

 

Whether you have a compliment or a complaint, your feedback helps us improve and serve you better. Please take a moment to share your thoughts with us. Your voice matters, and we appreciate your time and effort in helping us enhance our services. Thank you for being a valued customer! 

If you have feedback about your energy bill, please contact your supplier.  Find out who your electricity suppler is by visiting our Who is my supplier? web page. 

How to share your feedback with us

There are lots of ways you can easily send us your feedback as detailed below. Please send us your contact details and as much information as possible about your feedback, so we can help you as quickly as possible.

Email

Email us

Call 0800 195 4141

Enquiry form

Complete the enquiry form

Message us on our social media channels X @ElectricityNW and Facebook

Visit our Facebook page

Write to us at Customer Relations, SP Electricity North West, Hartington Road, Preston PR1 8AF

Meet in person either at one of our offices or your property once we have your details

 

Our complaints procedure


Striving for perfection doesn't mean we're flawless. We aim to deliver an excellent, safe, reliable and affordable service to all our customers. However, we understand that occasionally things don't go as planned, and mistakes can happen. When they do, we want to hear from you.
Your feedback helps us to identify what went wrong, make amends, and prevent it from happening again.

Step 1: Our customer relations team

We will log your complaint and assign a case owner. Your case will be assigned to an owner on the next working day. Your case owner will investigate your complaint and remain your point of contact for further communication.

Step 2: Our case specialists

If you are not satisfied with a proposed resolution, you can ask for your complaint to be referred to a Case Specialist, who will review the case to ensure we have carried out a full and thorough investigation. We will let you know our decision once the investigation is complete.

Step 3: Our case managers

Should a Case Specialist confirm your complaint requires escalation, or upon request from yourself your case will be passed on to a Case Manager, who will review the case so we can be sure we have taken every possible step to resolve your complaint. This will be referred to as a level two escalation. Our response will include an apology, an explanation regarding the appropriate remedial action and awarded compensation in appropriate circumstances.

 

Frequently asked questions

 

Ofgem Electricity Guaranteed Standards

Our industry regulator, Ofgem, sets Guaranteed Standards. If we fail to meet these Standards, you are entitled to receive a payment.

Visit Guaranteed standards of service

 

Your privacy

We are dedicated to safeguarding your privacy and treating your personal information with respect. The details you provide will not be used for marketing purposes. However, we collaborate with two research organizations, Rant & Rave and Explain Research, who may reach out to you for feedback on our services. Your feedback will be shared with us and Ofgem, our regulator. Rest assured, we will not sell or disclose your information to any other third party for any purpose. For more information on how we handle your personal data, please read our Privacy Policy.

 

 

Whether you have a compliment or a complaint, your feedback helps us improve and serve you better. Please take a moment to share your thoughts with us. Your voice matters, and we appreciate your time and effort in helping us enhance our services. Thank you for being a valued customer! 

If you have feedback about your energy bill, please contact your supplier.  Find out who your electricity suppler is by visiting our Who is my supplier? web page. 

How to share your feedback with us


There are lots of ways you can easily send us your feedback as detailed below. Please send us your contact details and as much information as possible about your feedback, so we can help you as quickly as possible.
• Email ElectricityCustomerRelation@enwl.co.uk
• Call 0800 195 4141
• Complete the Enquiry form
• Message us on our social media channels X @ElectricityNW and Facebook
• Write to us at Customer Relations, Electricity North West, Hartington Road, Preston  PR1 8AF
• Meet in person either at an ENWL office or your property once we have your details

 

 

Our complaints procedure


Striving for perfection doesn't mean we're flawless. We aim to deliver an excellent, safe, reliable and affordable service to all our customers. However, we understand that occasionally things don't go as planned, and mistakes can happen. When they do, we want to hear from you.
Your feedback helps us to identify what went wrong, make amends, and prevent it from happening again.

Step 1: Our Customer Relations Team
We will log your complaint and assign a case owner. Your case will be assigned to an owner on the next working day. Your case owner will investigate your complaint and remain your point of contact for further communication.

Step 2: Our Case Specialists
If you are not satisfied with a proposed resolution, you can ask for your complaint to be referred to a Case Specialist, who will review the case to ensure we have carried out a full and thorough investigation. We will let you know our decision once the investigation is complete.

Step 3: Our Case Managers
Should a Case Specialist confirm your complaint requires escalation, or upon request from yourself your case will be passed on to a Case Manager, who will review the case so we can be sure we have taken every possible step to resolve your complaint. This will be referred to as a level two escalation. Our response will include an apology, an explanation regarding the appropriate remedial action and awarded compensation in appropriate circumstances.