First class customer service is vital to us. However, sometimes we make mistakes. If we fail to offer excellent customer service, we try to fix the problem and make sure it does not happen again. We promise to review our complaint handling processes regularly and to learn from these.
How to complain
If you have a complaint, you can either contact us on 08454 55 55 55* or complete our online form. Wherever you are in Northern Ireland you are charged at the local rate for this call. We will try to resolve your complaint as quickly and effectively as possible. If you are not happy with the response you receive, get in touch with our Customer Services Manager by writing to –
Customer Services Manager
Phoenix Natural Gas
197 Airport Road West
Belfast
BT3 9ED
Telephone complaint
We will answer your call quickly, log your complaint and try to resolve it immediately. However, if we can't solve the problem on the same day, we will make sure we respond within 10 working days.
Written complaint
If you write a letter of complaint to us, you will receive a response within 10 working days. We may respond by telephone, unless you request a written response.
Our complaints procedure
We record all complaints on our Complaints Register. We give you a complaint reference number to quote if you need to contact us again.
• All complaints are logged and given a reference number.
• You will always receive an acknowledgement within 1 working day of receipt verbally, via email or in a letter.
• We handle your complaint in confidence. Your details remain private.
• We pass your complaint to the relevant departmental manager to deal with.
• You receive a response within 10 working days.
• Depending on the complaint, we may reply either by phone or in writing, including email.
We make sure that your rights under the Data Protection Act are always observed. If you ask us to change your details, we do it promptly and ensure we keep up to date records.
Taking your complaint further
If you are still unhappy after giving us the opportunity to resolve your complaint, you can contact the Consumer Council for Northern Ireland. This is an independent body with statutory responsibilities to represent the interests of gas consumers, including taking up complaints on gas. Contact the CCNI at –
Consumer Council for Northern Ireland
Elizabeth House
116 Holywood Road
Belfast
BT4 1NY
Telephone 0800 121 6022
NIHE tenants
If you are a Northern Ireland Housing Executive (NIHE) tenant with a complaint about a contractor working on behalf of NIHE, you should contact your local Housing Office.