How do I make a complaint about my business account?

We’re here to help

At Firmus Energy, we know that things can sometimes go wrong, and we take complaints seriously. If you’re unhappy with any part of our service or you’d like to make a complaint, please get in touch.

How to make a complaint

You can contact us in any of the following ways:

• Telephone: 0330 024 9000
• Email: furtherinfo@firmusenergy.co.uk
• By audiotape or letter: Complaints Administrator, Firmus Energy, 5 Trench Road, Mallusk, Newtownabbey, County Antrim, BT36 4TY

You can read our complaints procedure here.

Taking your complaint further

If you’ve discussed the matter with us and received a formal response but still feel your complaint hasn’t been resolved, you can refer it to the Consumer Council. They’ll investigate on your behalf, free of charge. This doesn’t affect your statutory right to go to court if you’re not satisfied with the outcome.

You can contact the Consumer Council:

The Consumer Council
Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN

• Telephone: 0800 121 6022
• Email: contact@consumercouncil.org.uk
• Website: www.consumercouncil.org.uk