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Unhappy With Our Service?

Unhappy With Our Service?

Making a Complaint

As your electricity supplier, Power NI provides you with the following services: Meter Reading, Billing, Payment options, Moving House, Energy Savings and General Advice. If you are unhappy with any aspect of our customer service, please let us know. We promise to deal fairly and effectively with your complaint and do everything we can to reach a satisfactory outcome.

Most importantly we aim to learn from complaints, to prevent recurrence and to improve the service we provide to our customers. If you have a complaint about any of the services we provide, please let us know. We have a Customer Helpline where you can talk to experienced staff, who are ready to help and answer any questions you have.

If they cannot sort out the problem to your complete satisfaction, you can ask to talk to a supervisor or manager. They will get involved to understand your concerns and try to fully resolve the matter. We will make every effort to sort out your complaint and provide you with an answer as quickly as possible. However if you are not happy with our decision or explanation, you can ask for your complaint to be looked at again by our Head of Customer Service.

Write to

Head of Customer Service
Power NI Energy Limited
Greenwood House
64 Newforge Lane
Belfast
BT9 5NF

Alternatively e-mail complaints@powerni.co.uk. We aim to resolve all complaints received within 10 working days.

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. They are an independent body who may be able to help you. Their contact details are:

Consumer Council
Elizabeth House
116 Holywood Road
Belfast
BT4 1NY

Email: complaints@consumercouncil.org.uk
Website: www.consumercouncil.org.uk
Telephone: 0800 121 6022