Treating Customers Fairly

We are committed to providing the market leading customer experience. We have been members of the Institute of Customer Service (ICS), the national independent professional body for customer service, since early 2012. Through this membership, we have embarked upon a comprehensive training programme for all our staff.

Our Commitment to you

We are committed to providing the market leading customer experience. We have been members of the Institute of Customer Service (ICS), the national independent professional body for customer service, since early 2012. Through this membership, we have embarked upon a comprehensive training programme for all our staff.

The ICS ServiceMark is a national standard which recognises an organisation's commitment to, and achievement in, customer service. In November 2016, we were awarded the accreditation by the ICS board, achieving an overall customer satisfaction score of 78.8% compared to the national score of 72.4%

Listening to you

ENGIE has been working with business customers for many years.  We always ensure our approach and services are what customers really want from their energy supplier. For this reason we commission independent research amongst our customers. Our aim is to identify your needs and find out how well we are performing in meeting those needs.

Back Billing – our promise to you

Back billing is a collection of charges for a previous billing period which can be confusing and unexpected.  To minimise any back billing issues we agree to:

If we’ve done something wrong

We'd like to put it right and we’ll do so using our complaints process. If you have a complaint about  any aspect of our service please let us know by contacting our Complaints Team by email complaints.solutions@engie.com or by phone on 0113 205 3198. We treat complaints very seriously and will try to resolve them immediately.  Here’s our complaints procedure in full.

Credit balances on closed accounts

If your statement of account shows a credit balance, please contact our Credit Control team on 0113 306 2161 to discuss your account.
Alternatively, please email the information below to credit.control@engie.com or write to:

ENGIE 
Credit Control Team
No1 Leeds,
26 Whitehall Road
Leeds LS12 1BE

Information required for a refund request to be processed

Your refund request needs to contain the following information:

In addition we have made specific arrangements for our microbusiness customers, for more information click here