Complaints

If you're unhappy with our service, please let us know. We promise to investigate your complaint and provide you with a resolution in a timely manner.

We will:

• provide you with an apology,

• give you a full explanation,

• take appropriate actions to put things right and

• arrange compensation in appropriate circumstances.

Get in touch

We have friendly, experienced staff that will make every effort to sort out your complaint and provide you with an answer as quickly as possible. However, if you're still unhappy with our decision or explanation, you can ask for your complaint to be looked at again by our Customer Service Manager by:

• phoning on 03457 455 455. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

• emailing complaints@powerni.co.uk

• writing to Customer Service Manager, Power NI, PO Box 2067, Belfast, BT1 9PP.

We take every complaint we receive seriously and work with our customers to resolve them quickly and satisfactorily. We will acknowledge complaints within 5 working days and aim to resolve all complaints within 10 working days.

While we will make every effort to resolve your complaint within 3 months, this may not always be possible. For instance, if the complaint is of a particularly complicated or technical nature, you aren’t communicating with us, or there is a third party involved, this may increase the amount of time needed to resolve the complaint.

We take into consideration individuals needs and appropriate steps to resolve the complaint promptly. If we fail to meet any of the commitments outlined in this Code of Practice, you may be entitled to compensation.

Independent Advice.

If we are unable to resolve your complaint to your satisfaction, or if at any time you are unhappy with our response you can contact the Consumer Council. This is a free and independent body which has the power to resolve customer disputes:

• phoning 08001 216 022.

• emailing contact@consumercouncil.org.uk

• writing to The Consumer Council, Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN.

For more information you can view our codes of practice and terms and conditions.