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, Citizens Advice Scotland and Advice Direct Scotland currently only provide advice and support to microbusiness consumers. 

Check if your business is a microbusiness here.

England, Wales and Scotland (EWS)

Get help with an energy problem
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for your energy.

If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to cas.org.uk, or contact your Local Citizens Advice office. If you live in Scotland, you can also contact Advice Direct Scotland on 0808 196 8660 or visit energyadvice.scot. Calls are free.

If you need specialist support to resolve your energy problem, Citizens Advice and Advice Direct Scotland can refer you directly to the Extra Help Unit Service.

England and Wales (EW)

Get help with an energy problem
Contact Citizens Advice if you need help with an energy problem.

This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.

Citizens Advice is the official source of free and independent energy advice and support. They can also refer you directly to the Extra Help Unit service if you need specialist support to resolve your energy problem.

Go to citizensadvice.org.uk/energy   or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

Scotland (S)

Get help with an energy problem.
If you’re struggling to pay your energy bill or have a problem with your energy supplier, visit the Citizens Advice Scotland self-help website at cas.org.uk or contact your local Citizens Advice Bureau.

Scottish consumers can also contact Advice Direct Scotland. They offer free, independent advice and support with energy bills and issues with suppliers. They can also refer you directly to the Extra Help Unit service if you need specialist support to resolve your energy problem.

Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

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@energyombudsman.org

📲 0330 440 1624

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