How do I make a complaint?

We're here to help

At firmus energy, we know that sometimes things can go wrong and we take complaints very seriously. If you are unhappy with any level of our service or wish to make a complaint, please contact us.

How to make a complaint

You can make a complaint by contacting firmus energy by the following means:

• Telephone: 0330 024 9000 (Customer Services);
• Email: furtherinfo@firmusenergy.co.uk
• By audiotape or letter: Complaints Administrator, firmus energy, 5 Trench Road, Mallusk, Newtownabbey, County Antrim, BT36 4TY
• Our complaints procedure is available here

Taking a complaint further

If having discussed the matter and received a formal response, you feel that your complaint has still not been satisfactorily resolved, you may, refer the matter to the Consumer Council. The Consumer Council will investigate your complaint on your behalf and at no cost. This does not affect your statutory right to go to court if you deem the solution unsatisfactory. See contact details below:

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

Complaints:

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