Here at Intelligent Gas and Power we are passionate about giving our customers an exceptional service. We always want to ensure that we are aware of issues. That way we can correct them, not just for you but for others too. We will always do our best not to make the same mistake again.
Our complaints procedure is designed to help you make sure that all your queries are answered quickly and efficiently, and to make sure your points are fully answered with courtesy and respect.
How to make a complaint:
Step 1 – Get in touch
Contact us by one of the following methods. We will investigate your complaint and will aim to resolve it, where possible, within 10 working days.
Phone – 01670333330
Post – Intelligent Gas and Power Limited, Unit 10, Baker Road, Nelson Park West, Cramlington, Northumberland, NE23 1WQ
Email – help@intelligentgas.co.uk
As part of resolving your complaint, we’ll give you an explanation of what went wrong, fix the problem and apologise. We may also make a goodwill gesture or offer compensation if this is appropriate.
Step 2 – Escalate
If you’re unhappy with the progress we’re making in resolving your complaint, you can call us on 01670 333330 and ask for an escalated review of your complaint.
If you’re unhappy with the outcome, then you may wish to appeal. To do this, simply write to us and request your complaint to be re-evaluated. You must do this within 28 calendar days of receiving our initial outcome and provide the grounds for your appeal.
Step 3 – Ombudsman Services: Energy
If we can’t agree on a way forward, we’ll provide you with our final position by sending you a deadlock letter. If this happens or if your complaint takes longer than eight weeks to resolve and you’re not happy with the progress, you have the option to contact the Ombudsman. They’ll carry out a free, independent investigation on your behalf. Any decision they make will be binding on us but not on you.
Website – www.ombudsman-services.org
Phone – 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)
Email – enquiry@ombudsman-services.org
Post – PO Box 966, Warrington, WA4 9DF