Should I make a complaint or a claim?
Making a complaint is different from making a claim. When you make a complaint it is usually to get answers about what went wrong. You may also want an apology or be told that changes will be made to stop it from happening again.
When you make a claim you believe that you are entitled to a payment because we have not met one of guaranteed standards.
Our complaints procedure
We promise to deal with fairly and effectively with every and do everything we can to reach a satisfactory outcome. We aim to learn from complaints, to improve the service we provide to our customers and to prevent recurrence.
You can also contact by phone on our customer helpline, 03457 643 643 from 8.30am-5pm Monday to Friday or write to our
Customer Relations Manager at:
Carn Industrial Estate,
Portadown, BT63 5QJ.
Some complaints will need further investigation and we may not be able to give you an immediate answer. In these cases we will advise you within 10 working days. We will make every effort to address your complaint and provide you with an answer as quickly as possible.
You can find out more about our complaint handling process in our codes of practice section or by downloading our complaints factsheet [PDF format].
What happens if I'm unhappy with the outcome of my complaint?
If you are unhappy with any aspect of our customer service please submit a complaint online.
If you believe you're entitled to a payment because we've not met one of guaranteed standards.
if the issue is about your electricity bill or keypad credit