At Gazprom Energy we strive to achieve the very highest standards in customer service.

If for any reasons we fail to meet your expectations, we'd like to know about it. Any complaints that you may have can be directed to our customer service team, following the procedure detailed below.

Stage 1: Initial contact

In the first instance, please contact our customer service team with details of your complaint. The more information you can give us the better. We aim to resolve your issue immediately but if we can't, we'll give you a contact name and reference number and provide regular updates on the status of your complaint.

Call: 0845 230 0011

Post: Gazprom Energy, 27 Quay Street, Manchester, M3 3GY

Stage 2: Escalating your complaint

In the rare instance where you find our initial response unsatisfactory, or you have not received a resolution within four weeks, you should escalate your concern. Ask to speak to a member of our management team and he or she will do everything they can to resolve your issue immediately. In any event, you should expect a resolution within 2-4 weeks of escalation and no more than six weeks after your initial concern. As resolution to your issue we may provide the following:

-  An explanation of the circumstances around the complaint
-  An apology
-  Compensation

Stage 3: Arbitration

You have the right to refer your complaint to the Energy Ombudsman, an independent arbitrator, after we have provided a final resolution or have not resolved your complaint within 8 weeks. The Energy Ombudsman is an impartial arbiter specialising in resolving energy customer complaints. They can be contacted by telephone on 0845 055 0760 or 01925 530 263 or by email: enquiries@energy-ombudsman.org.uk.

Consumer Focus is a single point of contact for all consumers to obtain information and impartial advice as well provide them with help when making a complaint. They can be contacted on 020 7799 7900, or by email: complaints.officer@consumerfocus.org.uk