Step 1 – Investigating your complaint

Our team of experienced customer service advisors are available Monday to Friday between 9am and 5pm and will work to resolve your complaint.  A customer service advisor will be assigned to you in order to address your complaint.  We are committed to resolving the issue to your satisfaction, so please feel free to contact your appointed customer service advisor directly if you wish to discuss your complaint in further detail.

Should either your assigned customer service advisor or a member of our management team be unable to resolve your complaint promptly, they will provide you with timescales. They will also be in contact you regularly with updates on the progress of your complaint.

Step 2 – Not happy with our response?

If you are unhappy with the way we have dealt with your complaint or have any ideas on how we might improve our service moving forward, you may wish to talk to the Head of Customer Services. To contact the Head of Customer Services please use the details below.

✉contact@ygp.co.uk (please mark for the attention of the Head of Customer Services)

🏠Head of Customer Services, Yorkshire Gas and Power, 4305 Park Approach, Thorpe Park, Leeds, LS15 8GB

At this stage if we are unable to reach a solution you are happy with; we may send you a letter advising of our final position.

Step 3 – Additional Independent Advice

Citizens Advice

Providing independent and impartial advice, both over the phone and in person, free of charge.  Please visit citizensadvice.org.uk/energy or contact the following number:

Consumer Service – 0808 223 1133

Consumer Service Welsh Speaking – 0808 223 1144

Business Debtline

Business debtline is a charity providing impartial and independent advice free of charge, both over the phone and online, to small businesses. 

Please visit businessdebtline.org or call on 0800 197 6026.

Step 4 – Independent Review

After 8 weeks from the date of the original complaint, or if we have issued a ‘deadlock letter’, and you qualify as a Micro Business, you can contact the Energy Ombudsman. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier.

Your business will be identified as a Micro Business if it meets any one of the following conditions:

• Your business uses less than 100,000 kWh of electricity a year: or
• Your business uses less than 293,000 kWh of gas a year or
• Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million.

✉ enquiry@ombudsman-services.org

🏠Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF