Complaints and customer satisfaction

We are committed to providing excellent customer service.  We are aware that occasionally we may not live up to our expectations.  If this happens we want to hear from you.

Making us aware that you are unhappy with the service you receive gives us the opportunity to put matters right for you and to improve our service in the future for everyone.  Staff based within our Customer Relations Centre are best placed to receive your complaint and to work with you to resolve it.

Many of our key electricity services are covered by guaranteed standards. These are standards of service set by Ofgem, the industry regulator.  Your complaint may be about one of these services. If the standards are not met we will, subject to certain exclusions, make a payment direct to you. Your supplier will send you details of the standards each year.   (Alternatively, click on the link above.)

If you have a problem with your electricity meter or your bill, please contact your supplier, whose telephone number will be on your electricity bill.

Once you contact us with a complaint, this is how we will respond:

We will try to resolve your complaint immediately, over the telephone, with the minimum of inconvenience to you.

Our aim is first to understand what the problem is and then find a way we can put the matter right.

Depending on the nature of the complaint we may not be able to sort it out straight away.  On occasions where we cannot resolve it by the following day, you can expect the following from us:

• A written acknowledgement of your complaint within five working days.
• Details of who is investigating your complaint and how to contact them.  On occasions it may not be the person who initially received your complaint but it will be the person best placed to deal with it.

We aim to resolve your complaint within ten working days.  Where longer term technical investigations are required, for example if you are experiencing voltage fluctuations, we aim to give you a full answer and resolve the matter within six months. Where special investigations are needed, such as equipment tests, we will keep you informed of the progress at each stage. Following the investigations we will send you a letter confirming the results, actions or outcome we have agreed.

If you are not satisfied with the outcome of the investigation, please contact the person dealing with your complaint, who will refer the matter to the Director of Customer Service. If appropriate, arrangements can be made to discuss your enquiry at your home address.

Details of how to contact us:

Customer Relations Manager
Northern Electric Distribution Limited
Manor House
Station Road
New Penshaw
Houghton-le-Spring
DH4 7LA

Tel: 0845 070 7172
Via this site: click here to contact NEDL via an email form

Or

Customer Relations Manager
Yorkshire Electricity Distribution
161 Gelderd Road
Leeds
LS1 1QZ

Tel: 0845 602 4454
Via this site: click here to contact YEDL via an email form

Independent Review

If you are not happy with any decision made by NEDL/YEDL during the investigation of your complaint you can, at any time, refer the matter to energywatch, an independent consumer body set up under the Utilities Act 2000 to protect your interests. They are able to offer free independent advice and will look at your complaint, but they expect you to let us try to resolve it  first.

energywatch
8th Floor
Percy House
Percy St
Newcastle Upon Tyne
NE1 4PW
Tel: 0845 9060708
email: enquiries@energywatch.org.uk

Before you contact us you might like to look at our most frequently asked questions.