Nov
Gas helpline Contact Details
Useful organisations
Consumer Focus
Consumer Focus is the consumer watchdog responsible for protecting the interests of electricity and gas consumers.
The Consumer Focus website has:
- a database of information about consumer rights
- an ‘Ask a question’ facility which lets you ask a new question online if you can’t find the information you need in the database
- a range of fact sheets and consumer leaflets to download
- information about changing your fuel supplier
- information about which supply companies operate in your area and the prices they charge
- information about price comparison services
- information about how to use less energy and cut your fuel bills.
Go to: www.consumerfocus.org.uk.
Consumer Direct
Consumer Direct is a telephone and online consumer advice service, supported by the Office of Fair Trading and local authority Trading Standards services.
Consumer Direct can give you help and advice about energy issues. This includes advice on how to change your gas supplier as well as how to deal with your gas supplier if you have a complaint.
You can make a complaint about your gas supplier to Consumer Direct if you have been disconnected, are threatened with disconnection or are considered to be a vulnerable customer.
The advice and information is free, but telephone calls to Consumer Direct are charged at 0845 prices.
Tel: 0845 404 0506
Website: www.consumerdirect.org.uk
The Energy Ombudsman
If you have a complaint about your gas supplier which you have not been able to sort out directly with your supplier, you can make a complaint to the Energy Ombudsman. You must have complained to your gas supplier first.
The Energy Ombudsman also deals with complaints about electricity suppliers.
You can contact the Energy Ombudsman at:
PO Box 966
Warrington
WA4 9DF
Tel: 0845 055 0760 or 01925 530263
Fax: 0845 055 0765 or 01925 530264
Textphone: 18001 0845 051 1513 or 18001 01925 430886
Email: enquiries@energy-ombudsman.org.uk
Website: www.energy-ombudsman.org.uk.
Office of Gas and Electricity Markets (Ofgem)
Ofgem is an independent regulatory body, set up by the government to promote competition and monitor and regulate the activities of companies in the gas and electricity industries. Ofgem also monitors suppliers’ codes of practice and tries to ensure that the needs of vulnerable customers are met. They cannot deal directly with consumer complaints. Their Consumer Affairs team deal with enquiries about their policies. They can be contacted on: 020 7901 7295 or by email at: consumeraffairs@ofgem.gov.uk.
Gas Safe Register
The Gas Safe Register is an independent organisation which promotes gas safety. Anyone who installs or services gas equipment must register with the Gas Safe Register. The Gas Safe Register ensures that the Gas Safety Regulations and the British Standard Codes of Practice are met, although it does not prosecute firms itself but refers the case to the Health and Safety Executive.
If you wish to complain about a gas installer, or want details of a gas installer registered on the Gas Safe Register, contact the Gas Safe Register on: 0800 408 5500. Their website is: www.gassaferegister.co.uk.
